Customer relationship management analysis of outpatients in a Chinese infectious disease hospital using drug-proportion recency-frequency-monetary model

Predicting the loss to follow-up (LTFU) of HIV/AIDS patients in China using a recency-frequency (RF) model

BACKGROUND

We constructed a recency-frequency (RF) model for predicting the loss to follow-up (LTFU) in HIV/AIDS patients in China.

METHODS

Data on HIV/AIDS outpatients in the research unit from 1 August 2009 to 30 September 2020 and from 1 October to 31 December 2020 were exported as the observation and prediction datasets, respectively. The classic recency-frequency-monetary (RFM) model was expanded into RFm, RF, RFL and RFmL models. In the observation dataset, the best predictive model was obtained using k-means clustering and C5.0 verification. Then, two rounds of k-means modelling were performed on the best model: data with R ≤ 6 months were retained, randomly divided into a training set (70%) and a testing set (30%) and used to perform the second round of modelling to subdivide the churn and non-churn patients. Next, an ANN algorithm was used to predict LTFU, and the confusion matrix with prediction datasets was constructed.

RESULTS

The observation and prediction datasets included 16 949 and 10 748 samples, respectively. The RF model with three clusters and a quality of 0.82 was the best predictive model. From the observation set, 13 799 samples were retained, and the model accuracy was 100% on the training and testing sets. These 13 799 samples were subdivided into 1563 samples of churn patients and 12 216 samples of non-churn patients. The accuracy of ANN prediction was 99.89%. The accuracy and precision of the confusion matrix were 85.41% and 99.76%, respectively.

CONCLUSION

The RF model is effective in predicting the LTFU of HIV/AIDS patients in China and preventing its occurrence.

B2C E-Commerce Customer Churn Prediction Based on K-Means and SVM

Customer churn prediction is very important for e-commerce enterprises to formulate effective customer retention measures and implement successful marketing strategies. According to the characteristics of longitudinal timelines and multidimensional data variables of B2C e-commerce customers’ shopping behaviors, this paper proposes a loss prediction model based on the combination of k-means customer segmentation and support vector machine (SVM) prediction. The method divides customers into three categories and determines the core customer groups. The support vector machine and logistic regression were compared to predict customer churn. The results show that each prediction index after customer segmentation was significantly improved, which proves that k-means clustering segmentation is necessary. The accuracy of the SVM prediction was higher than that of the logistic regression prediction. These research results have significance for customer relationship management of B2C e-commerce enterprises.

Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review

Customization of products or services is a strategy that the business sector has embraced to build a better relationship with the customers to cater to their individual needs and thus providing them a fulfilling experience. This whole process is known as customer relationship management (CRM). In this context, we extensively surveyed 138 papers published between 1996 and 2021 in the area of analytical CRM. Although this study consisted of papers from different business sectors, a fair share of focus was directed to the telecommunication industry and generalized CRM techniques usages. Different science and engineering-based data repositories were studied to ascertain significant studies published in scientific journals, conferences, and articles. The research works on CRM were considered and separated into IT and non-IT-based techniques to study the methods used in different business sectors. The main target behind implementing CRM is for the better revenue growth of the company. Different IT and non-IT-based techniques are used in the analytical CRM area to achieve this target, and researchers have been actively involved in this domain. The purpose of the research was to show the impact of IT-based techniques in the business world. A detailed future course of research in this area was discussed.