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Social Network Analysis (SNA) for Churn Mitigation/Detection: Introduction and Metrics

Social Network Analysis (SNA) for Churn Mitigation/Detection: Introduction and Metrics

Copyright: © 2015 |Pages: 79
ISBN13: 9781466662889|ISBN10: 1466662883|EISBN13: 9781466662896
DOI: 10.4018/978-1-4666-6288-9.ch004
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MLA

Goran Klepac, et al. "Social Network Analysis (SNA) for Churn Mitigation/Detection: Introduction and Metrics." Developing Churn Models Using Data Mining Techniques and Social Network Analysis, IGI Global, 2015, pp.63-141. https://doi.org/10.4018/978-1-4666-6288-9.ch004

APA

G. Klepac, R. Kopal, & L. Mršić (2015). Social Network Analysis (SNA) for Churn Mitigation/Detection: Introduction and Metrics. IGI Global. https://doi.org/10.4018/978-1-4666-6288-9.ch004

Chicago

Goran Klepac, Robert Kopal, and Leo Mršić. "Social Network Analysis (SNA) for Churn Mitigation/Detection: Introduction and Metrics." In Developing Churn Models Using Data Mining Techniques and Social Network Analysis. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-6288-9.ch004

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Abstract

Social network analysis is intentionally covered in a separate chapter for two reasons. First, the importance of this method has rapidly increased in past few years, and second, there are very few useable studies that cover social network analysis concepts in churn management. By understanding the methods explained in Chapter 3 and combining them with knowledge of SNA concepts, the analysts (readers) can unlock the full potential of advanced analytics in one of the most important fields of research today, customer relationship and especially churn analysis. With the ability to understand how those metrics can be used, integration of those methods into more complex environments is explained regarding the key topic, churn management.

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