Other Computer Engineering Commons^™

Identifying Customer Churn In After-Market Operations Using Machine Learning Algorithms, Vitaly Briker, Richard Farrow, William Trevino, Brent Allen

SMU Data Science Review

This paper presents a comparative study on machine learning methods as they are applied to product associations, future purchase predictions, and predictions of customer churn in aftermarket operations. Association rules are used help to identify patterns across products and find correlations in customer purchase behaviour. Studying customer behaviour as it pertains to Recency, Frequency, and Monetary Value (RFM) helps inform customer segmentation and identifies customers with propensity to churn. Lastly, Flowserve’s customer purchase history enables the establishment of churn thresholds for each customer group and assists in constructing a model to predict future churners. The aim of this model is …