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An Empirical Study of Customer Churn in E-Commerce Based on Data Mining

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3 Author(s)
Wu Heng-liang ; Sch. of Manage. Sci. & Eng., Shandong Inst. of Bus. & Technol., Yantai, China ; Zhang Wei-wei ; Zhang Yuan-yuan

With the e-commerce market competition becoming more and more furious, it has become one of the focuses of companies that how to avoid customer churn and carry out customer retention. This paper applies many techniques of data mining to the research of customer churn, such as clustering analysis, decision tree, neural network, etc, establishes an e-commerce customer churn model and analyzes the factors which influence customer retention.

Published in:

Management and Service Science (MASS), 2010 International Conference on

Date of Conference:

24-26 Aug. 2010