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Customer Churn Prediction in B2B Contexts

  • Iris FigalistEmail author
  • Christoph Elsner
  • Jan Bosch
  • Helena Holmström Olsson
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 370)

Abstract

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.

Keywords

Customer churn prediction B2B Data analysis 

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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Iris Figalist
    • 1
    Email author
  • Christoph Elsner
    • 1
  • Jan Bosch
    • 2
  • Helena Holmström Olsson
    • 3
  1. 1.Corporate Technology, Siemens AGMunichGermany
  2. 2.Department of Computer Science and EngineeringChalmers University of TechnologyGöteborgSweden
  3. 3.Department of Computer Science and Media TechnologyMalmö UniversityMalmöSweden

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