COUSSEMENT, K.; POEL, D. VAN DEN - Faculteit Economie en Bedrijfskunde, Universiteit Gent - 2008
We studied the problem of optimizing the performance of a DSS for churn prediction. In particular, we investigated the beneficial effect of adding the voice of customers through call center emails – i.e. textual information - to a churn prediction system that only uses traditional marketing...