Customer Churn Prediction in Telecom Sector: A Survey and way a head

Ibrahim AlShourbaji, Na Helian, Yi Sun, Mohammed Alhameed

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The telecommunication (telecom)industry is a highly technological domain has rapidly developed over the previous decades as a result of the commercial success in mobile communication and the internet. Due to the strong competition in the telecom industry market, companies use a business strategy to better understand their customers’ needs and measure their satisfaction. This helps telecom companies to improve their retention power and reduces the probability to churn. Knowing the reasons behind customer churn and the use of Machine Learning (ML) approaches for analyzing customers' information can be of great value for churn management. This paper aims to study the importance of Customer Churn Prediction (CCP) and recent research in the field of CCP. Challenges and open issues that need further research and development to CCP in the telecom sector are explored
Original languageEnglish
Pages (from-to)388-399
Number of pages12
JournalInternational Journal of Scientific & Technology Research (IJSTR)
Issue number1
Publication statusPublished - 1 Jan 2021


  • Customer churn
  • prediction
  • machine learning,
  • churn management
  • telecom


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