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A Proficient CRM-Machine Learning Framework for The Prediction of Customer Behaviour

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Document pages: 7 pages

Abstract: In CRM (customer relationship management), CRM software is a category of software that covers a broad set of applications designed to help businesses manage many of the following business processes: customer data. customer interaction. access business information. CRM system examples include platforms built to manage marketing, sales, customer service, and support, all connected to help companies work more effectively. With a CRM system, businesses can analyse customer interactions and improve their customer relationships. The information-based prediction models using machine learning techniques have gained massive popularity during the last few decades. Such models have been applied in a number of domains such as medical diagnosis, crime prediction, movies rating, etc. Similar is the trend in telecom industry where prediction models have been applied to predict the dissatisfied customers who are likely to change the service provider. Due to immense financial cost of customer churn in telecom, the companies from all over the world have analysed various factors (such as call cost, call quality, customer service response time, etc.) using several machine learning techniques. This work proposes various ML techniques for customer churn prediction.

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