Managing B2B customer churn, retention and profitability

Ali Tamaddoni Jahromi, Stanislav Stakhovych, Michael Thomas Ewing

Research output: Contribution to journalArticleResearchpeer-review

62 Citations (Scopus)

Abstract

It is now widely accepted that firms should direct more effort into retaining existing customers than to attracting new ones. To achieve this, customers likely to defect need to be identified so that they can be approached with tailored incentives or other bespoke retention offers. Such strategies call for predictive models capable of identifying customers with higher probabilities of defecting in the relatively near future. A review of the extant literature on customer churn models reveals that although several predictive models have been developed to model churn in B2C contexts, the B2B context in general, and non-contractual settings in particular, have received less attention in this regard. Therefore, to address these gaps, this study proposes a data-mining approach to model non contractual customer churn in B2B contexts. Several modeling techniques are compared in terms of their ability to predict true churners. The best performing data-mining technique (boosting) is then applied to develop a profit maximizing retention campaign. Results confirm that the model driven approach to churn prediction and developing retention strategies outperforms commonly used managerial heuristics.
Original languageEnglish
Pages (from-to)1258 - 1268
Number of pages11
JournalIndustrial Marketing Management
Volume43
Issue number7
DOIs
Publication statusPublished - 2014

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