Regaining drifting mobile communication customers: Predicting the odds of success of winback efforts with competing risks regression

作者：

Highlights：

• Explores customer reactions to winback calls of a mobile network operator (MNO).

• Considers postpaid renewal, prepaid arrangement, and churn as winback outcomes.

• Uses data for 305,466 postpaid residential customers of an MNO in Germany.

• Predicts the odds of winback success with competing risks regression.

• Reports associations between winback success level and potential antecedents.

摘要

•Explores customer reactions to winback calls of a mobile network operator (MNO).•Considers postpaid renewal, prepaid arrangement, and churn as winback outcomes.•Uses data for 305,466 postpaid residential customers of an MNO in Germany.•Predicts the odds of winback success with competing risks regression.•Reports associations between winback success level and potential antecedents.

论文关键词：Churn analysis,Competing risks regression,Customer restoration,Germany,Mobile communication services,Survival analysis,Winback management

论文评审过程：Available online 27 May 2015, Version of Record 3 July 2015.

论文官网地址：https://doi.org/10.1016/j.eswa.2015.05.011