Customer churn analysis in telecommunication industry

Communication is a need that has emerged since the existence of human beings. With the development of communication and technology day by dat, new communication models emerge. More internet use than voice communication has been integrated into our lives. In the globalizing and increasing competitive environment, thousands of companies are established every day, while thpusands of companies go bankrupt. Managing data and obtaining meanings from these data are the most important factors that can keep the business alive. It is less costly to retain an existing customer than to acquire a new customer. One of the most important goals in customer relationship management is to sell more than one product or service to the existing customer. It is necessary to transform the active customer into a loyal customer. After determining which customers tend to leave, a specific marketing activity should be determined for these customers and it is necessary to develop useful strategies to retain the customer. In this thesis, customer relations and customer relationship methods, customer analysis, customer loss analysis and customer loss analysis in the telecommunications sector are included. A literature review has been made and different methods and methods used in different sectors related to customer loss analysis are included in the literature. The telecommunication sector in Turkey has been mentioned.