Customer churn prediction in B2B contexts
Paper i proceeding, 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

Författare

Iris Figalist

Siemens

Christoph Elsner

Siemens

Jan Bosch

Chalmers, Data- och informationsteknik, Software Engineering, Software Engineering for Cyber Physical Systems

Helena Holmström Olsson

Malmö universitet

Lecture Notes in Business Information Processing

1865-1348 (ISSN)

Vol. 370 378-386

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

Ämneskategorier

Produktionsteknik, arbetsvetenskap och ergonomi

Tillförlitlighets- och kvalitetsteknik

Programvaruteknik

DOI

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

Mer information

Senast uppdaterat

2020-01-08