TELECOM CUSTOMER LIFETIME VALUE & CHURN RISK DASHBOARD WITH SERVICE USAGE PATTERN DRILL-THROUGH

Abstract

This project presents the design and development of a Telecom Customer Lifetime Value (CLV) and Churn Risk Dashboard with advanced service usage pattern drillthrough capabilities. The primary objective is to help telecom operators analyze customer behavior, predict churn risk, and estimate the long-term value of customers, enabling data-driven decision-making and improved customer retention strategies. In the highly competitive telecom industry, retaining existing customers is more costeffective than acquiring new ones. Traditional analysis methods often fail to provide real-time insights and lack the ability to explore customer behavior at a granular level. To address these challenges, the proposed system leverages data analytics and visualization techniques to build an interactive dashboard that integrates customer demographics, billing information, service usage patterns, and historical interaction data . The system calculates Customer Lifetime Value using predictive modelling techniques and identifies churn risk through key indicators such as declining usage, payment delays, and service complaints. The dashboard provides intuitive visualizations, including trend analysis, segmentation, and risk categorization, enabling stakeholders to quickly identify high-value and high-risk customers . A key feature of the system is the drill-through functionality, which allows users to navigate from high-level summaries to detailed customer-level insights, such as call, data, and messaging usage patterns. This helps in understanding the root causes of churn and designing targeted retention campaigns .Overall, the solution enhances business intelligence capabilities by providing actionable insights, improving customer satisfaction, and increasing revenue through proactive churn management and optimized customer engagement strategies.