Social Network Analysis for Telecoms
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Apr. 6, 2010•0 likes•17,212 views
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Social Network Analysis for Telecoms
Apr. 6, 2010•0 likes•17,212 views
66 likes
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Show More
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Report
Business
A major North American telecom sought to identify factors driving customer churn. We applied social network analysis over several billion call records. We found that customers with a cancellation in their frequent calling network churned at twice the monthly rate.
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Editor's Notes
- Most telcos lose 1-2% of their customers every month.It’s 7x more expensive to acquire a customer, than to retain.
- Birds of a feather flock together; cancellers clump together, so do active users. Like vinegar and water, we see enrichment for “like-like” edges in our network, and dilution of “dissimilar” edges (the A-C or C-A). Upshot: people cancellationQuestion: is this all an artifact of family plans – where a bunch of subscribers quits together? In part yes, but the trends hold up even when we do a temporal analysis.
- Key take-home point here is that this analysis , looking at the May to June transition, removes
- The stack is loosely coupled: right tool for the right job. The need for a dedicated analytics RDBMS