期刊名称：European Journal of Business and Social Sciences
印刷版ISSN：2235-767X
出版年度：2018
卷号：6
期号：11
页码：48-61
出版社：European Society of Business and Social Sciences
摘要：customer Intelligence Analytics is a heavily researched topicin business. With Customer Intelligence Analytics, companiescan handle the key business challenge, which is increasingthe number of profitable customers using specialized offers.Customer Journey Mapping, which is one of the importantprocedures for obtaining a better understanding of customers, ismeasured and monitored by companies to identify a solution to thekey business challenge. Since the complaint step is one of the mostimportant steps of the journey in terms of the churn decision of acustomer, the primary purpose of this study is to determine thecustomer lifetime and identify factors that affect the lifetimes ofcustomers using Survival Analysis and Cox Regression. To achievethis objective, the data from a complaint survey of a Turkish bankare used. It is revealed that the critical time-period for customerretention is the first three months in the complaint managementprocess.
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