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DATA MINING APPROACH TO PREDICT CHURN, APPETENCY AND
UP-SELLING IN CRM
„A dissertation submitted to the University of Manchester for the degree of Master in
Advanced Computer Science with IT Management in the Faculty of Computer Science‟
2015
Bhavya Sandhyana
SCHOOL OF COMPUTER SCIENCE
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Abstract
Nowadays, every organization is using Customer Relationship Management to
improve its relationship with the existing customers and also increase its
customer base. Many data mining techniques have been invented to make
CRM process easier. This MSc project will use the available knowledge and
techniques of data mining to analyze the customer data and provide results
that are customers tending to churn, upselling and appetency behavior. The
deliverable of this project will include interesting patterns within the data, best
modeling techniques and finally the prediction results and their accuracies.
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