In a telecommunication company, we have data on the customer lifecycle. The data has the time the customer joined and the time they left, and it has other events that happened to the customer during their lifecycle like daily data usage and support interactions (calling tech support). We would like to know the effect of each of these events on customer attrition.
I want to use EMiner survival analysis, it takes two time ids, one for activation and one for attrition, but how can I enter the other events and their times?
For example, the customer called support on three different dates, how can I enter these support interactions and their time. Another example is the customer daily data usage, how can I enter the data usage for each day. As I wish to know the impact of these events on attrition.
Appreciate any help.
In the Survival node in Enterprise Miner, you can use Change-Time or Fully Expanded for the Data Format property that I think will accommodate your data. See this video for details: http://www.sas.com/apps/webnet/video-sharing.html?player=brightcove&width=640&height=360&autoStart=t...
And there are also details and examples in the EM Reference Help for the Survival node.
I think accounting for the time in a standard survival model would be difficult.
I would suggest creating new variables that indicate what you're after, ie # of service calls, daily usage total, Time between last service call and leaving.
This sounds a bit too difficult for standard statistical models and I would consider simulation to look at the events and outcomes.
In the Survival node in Enterprise Miner, you can use Change-Time or Fully Expanded for the Data Format property that I think will accommodate your data. See this video for details: http://www.sas.com/apps/webnet/video-sharing.html?player=brightcove&width=640&height=360&autoStart=t...
And there are also details and examples in the EM Reference Help for the Survival node.
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