Customer Segmentation and Churn Prediction via Customer Metrics

Abstract

In this study, it is aimed to predict whether customers operating in the factoring sector will continue to trade in the next three months after the last transaction date, using data- driven machine learning models, based on their past transaction movements and their risk, limit and company data. As a result of the models established, Loss Analysis (Churn) of two different customer groups (Real and Legal factory) wascarried out. It was estimated by the XGBoost model with anF1 Score of 74% and 77%. Thanks to this modeling, it was aimed to increase the retention rate of customers through special promotions and campaigns to be made to these customer groups, together with the prediction of the customerswho will leave. Thanks to the increase in retention rates, a direct contribution to the transaction volume on a company basis was ensured.