Abstract
In the telecommunications industry, predicting customer churn is essential for retaining clients and sustaining profitability. Traditional CRM systems often fall short due to their static models, limiting responsiveness to evolving customer behaviors. To address these gaps, we developed the SmartSurveil CRM model, an ensemble-based system combining random forest, gradient boosting, and support vector machine to enhance churn prediction accuracy and adaptability. Using a comprehensive telecom dataset, our model achieved high performance metrics, including an accuracy of 0.89 and ROC-AUC of 0.91, surpassing baseline approaches. Integrated into a decision support system (DSS), SmartSurveil provides actionable insights to improve customer retention, enabling telecom companies to tailor strategies dynamically. Additionally, this model addresses ethical concerns, including data privacy and algorithmic transparency, ensuring a robust and responsible CRM approach. The SmartSurveil CRM model represents a substantial advancement in predictive accuracy and practical applicability within CRM systems.