Title: Customer Churn Analytics: A Data-Driven Approach


Authors: Varun Yeolekar, Riya Joshi, Chanchal Bansal, Nisha Rathi


Published in: Volume 2 Issue 1 Jan June 2025, Page No. 22-29


DOI: https://doi.org/10.63844/IJAITR.v2.i1.2025.22-29 cite


Keywords: Customer Churn, Data Analytics, Machine Learning, Predictive Modeling, Customer Retention, LightGBM


Abstract: Customer churn, or the loss of customers over time, is a critical challenge for businesses, particularly in highly competitive industries such as telecommunications, finance, and e-commerce. Retaining existing customers is more cost-effective than acquiring new ones, making churn prediction and prevention essential for business sustainability. This research adopts a data-driven approach to analyze customer churn, leveraging advanced techniques such as data preprocessing, exploratory data analysis (EDA), and machine learning-based predictive modeling. The study systematically examines customer attributes, service usage patterns, and financial metrics to identify key determinants of churn, revealing that factors such as contract type, tenure length, payment methods, and monthly charges significantly impact customer retention. Through extensive data exploration and feature engineering, meaningful insights are extracted to improve the interpretability of churn patterns. To enhance predictive accuracy, multiple machine learning models, including Logistic Regression, Random Forest, and LightGBM, are implemented and evaluated based on standard performance metrics such as accuracy, precision, recall, and F1- score. A comparative analysis highlights LightGBM as the most effective classifier, demonstrating superior predictive capabilities with the highest accuracy and recall scores. The insights derived from this study provide valuable guidance for businesses to develop proactive retention strategies, such as personalized customer engagement programs, optimized pricing plans, and targeted interventions for high-risk customers. Future research can explore real-time churn prediction using deep learning and reinforcement learning techniques to further enhance customer retention efforts.


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