Using Cox regression to model customer time to churn in the wireless telecommunications industry.

This article studies customer retention in the context of a Canadian wireless telecommunications company and explores the predictors of churn incidence as part of customer relationship management. This research contributes to the existing literature by building a comprehensive retention module that includes several kinds of time-varying covariates related to the customer behavioral and demographic characteristics of customers. Cox regression is used for longitudinal data analysis on 4896 customer records extracted from the wireless carrier's data warehouse. This article reveals that among all factors examined, rate plan suitability plays a key role in influencing customer churn in the wireless telecommunications industry. [ABSTRACT FROM AUTHOR]

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