Akademik Veri Yönetim Sistemi
7th International Conference on Intelligent and Fuzzy Systems, INFUS 2025, İstanbul, Türkiye, 29 - 31 Temmuz 2025, cilt.1530 LNNS, ss.96-102, (Tam Metin Bildiri)
Private pensions play crucial role in retirement income systems of many OECD countries. This study examines the complex structure of private pension system (PPS) of a private insurance company located in Türkiye in order to effectively manage customer relationships via customer analytics. Complexity arises from various factors including large volume of data, the diversity of participants, different types of plans, and the integration of government policies and financial regulations. Notably, private plans are voluntary and set up as defined contributions as opposed to defined benefits which are the case for government provided pensions. From these standpoints; a real case study is conducted in a Turkish insurance company to explore customer analytics to obtain valuable insights from customer data and develop new marketing strategies considering customer segments with customer oriented campaigns. In this regard, voluntary private pension customers were divided into segments according to the payment amounts they contributed, payment methods, and some demographic characteristics. Findings show that customer analytics can significantly contribute to the growth of private pension system by providing data-driven customer oriented decision making in private pension system.