Customer churn prediction in B2B contexts
Paper in proceedings, 2019

While business-to-customer (B2C) companies, in the telecom sector for instance, have been making use of customer churn prediction for many years, churn prediction in the business-to-business (B2B) domain receives much less attention in existing literature. Nevertheless, B2B-specific characteristics, such as a lower number of customers with much higher transactional values, indicate the importance of identifying potentially churning customers. To achieve this, we implemented a prediction model for customer churn within a B2B software product and derived a model based on the results. For one, we present an approach that enables the mapping of customer- and end-user-data based on “customer phases” which allows the prediction model to take all critical influencing factors into consideration. In addition to that, we introduce a B2B customer churn prediction process based on the proposed data mapping.

B2B

Customer churn prediction

Data analysis

Author

Iris Figalist

Siemens

Christoph Elsner

Siemens

Jan Bosch

Chalmers, Computer Science and Engineering (Chalmers), Software Engineering (Chalmers), Software Engineering for Cyber Physical Systems

Helena Holmström Olsson

Malmö university

Lecture Notes in Business Information Processing

1865-1348 (ISSN)

Vol. 370 378-386

10th International Conference on Software Business, ICSOB 2019
Jyväskylä, Finland,

Subject Categories

Production Engineering, Human Work Science and Ergonomics

Reliability and Maintenance

Software Engineering

DOI

10.1007/978-3-030-33742-1_30

More information

Latest update

1/8/2020 1