{"id":"https://openalex.org/W4396982377","doi":"https://doi.org/10.1109/access.2024.3402092","title":"A Review on Machine Learning Methods for Customer Churn Prediction and Recommendations for Business Practitioners","display_name":"A Review on Machine Learning Methods for Customer Churn Prediction and Recommendations for Business Practitioners","publication_year":2024,"publication_date":"2024-01-01","ids":{"openalex":"https://openalex.org/W4396982377","doi":"https://doi.org/10.1109/access.2024.3402092"},"language":"en","primary_location":{"id":"doi:10.1109/access.2024.3402092","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2024.3402092","pdf_url":null,"source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},"type":"review","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1109/access.2024.3402092","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5066281686","display_name":"Awais Manzoor","orcid":"https://orcid.org/0000-0002-7678-8282"},"institutions":[{"id":"https://openalex.org/I4210144925","display_name":"Technological University Dublin","ror":"https://ror.org/04t0qbt32","country_code":"IE","type":"education","lineage":["https://openalex.org/I4210144925"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Awais Manzoor","raw_affiliation_strings":["eXplainable Analytics Group, ADAPT Centre, Technological University Dublin, Dublin 2, Ireland"],"raw_orcid":"https://orcid.org/0000-0002-7678-8282","affiliations":[{"raw_affiliation_string":"eXplainable Analytics Group, ADAPT Centre, Technological University Dublin, Dublin 2, Ireland","institution_ids":["https://openalex.org/I4210144925"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5070809975","display_name":"M. Atif Qureshi","orcid":"https://orcid.org/0000-0003-4413-4476"},"institutions":[{"id":"https://openalex.org/I4210144925","display_name":"Technological University Dublin","ror":"https://ror.org/04t0qbt32","country_code":"IE","type":"education","lineage":["https://openalex.org/I4210144925"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"M. Atif Qureshi","raw_affiliation_strings":["eXplainable Analytics Group, ADAPT Centre, Technological University Dublin, Dublin 2, Ireland"],"raw_orcid":"https://orcid.org/0000-0003-4413-4476","affiliations":[{"raw_affiliation_string":"eXplainable Analytics Group, ADAPT Centre, Technological University Dublin, Dublin 2, Ireland","institution_ids":["https://openalex.org/I4210144925"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030746722","display_name":"Etain Kidney","orcid":"https://orcid.org/0000-0003-1099-278X"},"institutions":[{"id":"https://openalex.org/I4210144925","display_name":"Technological University Dublin","ror":"https://ror.org/04t0qbt32","country_code":"IE","type":"education","lineage":["https://openalex.org/I4210144925"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Etain Kidney","raw_affiliation_strings":["Faculty of Business, Technological University Dublin, Dublin 2, Ireland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business, Technological University Dublin, Dublin 2, Ireland","institution_ids":["https://openalex.org/I4210144925"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5024458365","display_name":"Luca Longo","orcid":"https://orcid.org/0000-0002-2718-5426"},"institutions":[{"id":"https://openalex.org/I131781684","display_name":"Intel (Ireland)","ror":"https://ror.org/02r5scg33","country_code":"IE","type":"company","lineage":["https://openalex.org/I131781684","https://openalex.org/I1343180700"]},{"id":"https://openalex.org/I4210144925","display_name":"Technological University Dublin","ror":"https://ror.org/04t0qbt32","country_code":"IE","type":"education","lineage":["https://openalex.org/I4210144925"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Luca Longo","raw_affiliation_strings":["Artificial Intelligence and Cognitive Load Research Laboratories, Technological University Dublin, Dublin 7, Ireland"],"raw_orcid":"https://orcid.org/0000-0002-2718-5426","affiliations":[{"raw_affiliation_string":"Artificial Intelligence and Cognitive Load Research Laboratories, Technological University Dublin, Dublin 7, Ireland","institution_ids":["https://openalex.org/I4210144925","https://openalex.org/I131781684"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":1850,"currency":"USD","value_usd":1850},"apc_paid":{"value":1850,"currency":"USD","value_usd":1850},"fwci":40.5349,"has_fulltext":false,"cited_by_count":113,"citation_normalized_percentile":{"value":0.99927908,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"12","issue":null,"first_page":"70434","last_page":"70463"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11161","display_name":"Consumer Market Behavior and Pricing","score":0.992900013923645,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9915000200271606,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6572009921073914},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.46154171228408813},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.4587043523788452},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.40667372941970825},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3382752239704132}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6572009921073914},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.46154171228408813},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4587043523788452},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.40667372941970825},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3382752239704132}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1109/access.2024.3402092","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2024.3402092","pdf_url":null,"source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},{"id":"pmh:oai:arrow.tudublin.ie:buschmarart-1237","is_oa":true,"landing_page_url":"https://arrow.tudublin.ie/buschmarart/204","pdf_url":null,"source":{"id":"https://openalex.org/S4377196307","display_name":"Arrow - TU Dublin (Technological University Dublin)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210144925","host_organization_name":"Technological University Dublin","host_organization_lineage":["https://openalex.org/I4210144925"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Articles","raw_type":"article"},{"id":"pmh:oai:arrow.tudublin.ie:creaart-1270","is_oa":true,"landing_page_url":"https://arrow.tudublin.ie/creaart/241","pdf_url":null,"source":{"id":"https://openalex.org/S4406922376","display_name":"Arrow@TU Dublin","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Articles","raw_type":"article"},{"id":"pmh:oai:doaj.org/article:61a83a8788d24a068ede83ea2edf9a39","is_oa":true,"landing_page_url":"https://doaj.org/article/61a83a8788d24a068ede83ea2edf9a39","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IEEE Access, Vol 12, Pp 70434-70463 (2024)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1109/access.2024.3402092","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2024.3402092","pdf_url":null,"source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G7732927452","display_name":null,"funder_award_id":"GOIPG/2021/1354","funder_id":"https://openalex.org/F4320321056","funder_display_name":"Irish Research Council"}],"funders":[{"id":"https://openalex.org/F4320321056","display_name":"Irish Research Council","ror":"https://ror.org/051xex213"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":210,"referenced_works":["https://openalex.org/W1492458989","https://openalex.org/W1519318168","https://openalex.org/W1573308639","https://openalex.org/W1974645872","https://openalex.org/W2032599855","https://openalex.org/W2048755952","https://openalex.org/W2058287650","https://openalex.org/W2074780813","https://openalex.org/W2080608097","https://openalex.org/W2102739522","https://openalex.org/W2115769109","https://openalex.org/W2145251909","https://openalex.org/W2164921310","https://openalex.org/W2296155993","https://openalex.org/W2296306426","https://openalex.org/W2343856302","https://openalex.org/W2369810130","https://openalex.org/W2473313289","https://openalex.org/W2483412448","https://openalex.org/W2498871051","https://openalex.org/W2514172024","https://openalex.org/W2522183638","https://openalex.org/W2540642777","https://openalex.org/W2558749735","https://openalex.org/W2577567775","https://openalex.org/W2594914212","https://openalex.org/W2597939835","https://openalex.org/W2604628886","https://openalex.org/W2605617584","https://openalex.org/W2606176882","https://openalex.org/W2608554340","https://openalex.org/W2615973898","https://openalex.org/W2686087050","https://openalex.org/W2727476476","https://openalex.org/W2744556021","https://openalex.org/W2749765311","https://openalex.org/W2754253678","https://openalex.org/W2755977944","https://openalex.org/W2758113456","https://openalex.org/W2768033161","https://openalex.org/W2772393142","https://openalex.org/W2779766484","https://openalex.org/W2782587756","https://openalex.org/W2785708391","https://openalex.org/W2790955711","https://openalex.org/W2792328488","https://openalex.org/W2802761576","https://openalex.org/W2807171909","https://openalex.org/W2807824418","https://openalex.org/W2893074001","https://openalex.org/W2894081075","https://openalex.org/W2895868042","https://openalex.org/W2896750106","https://openalex.org/W2901502904","https://openalex.org/W2916634624","https://openalex.org/W2922020698","https://openalex.org/W2922073769","https://openalex.org/W2922129458","https://openalex.org/W2939289155","https://openalex.org/W2943882525","https://openalex.org/W2943920414","https://openalex.org/W2944496174","https://openalex.org/W2945259108","https://openalex.org/W2950164091","https://openalex.org/W2963345615","https://openalex.org/W2969701135","https://openalex.org/W2979656309","https://openalex.org/W2982257478","https://openalex.org/W2992634800","https://openalex.org/W2996061341","https://openalex.org/W3001120959","https://openalex.org/W3010430441","https://openalex.org/W3011474267","https://openalex.org/W3016177134","https://openalex.org/W3023258177","https://openalex.org/W3033750289","https://openalex.org/W3035427259","https://openalex.org/W3045075138","https://openalex.org/W3047167994","https://openalex.org/W3082154094","https://openalex.org/W3088850809","https://openalex.org/W3094055915","https://openalex.org/W3105530125","https://openalex.org/W3109502177","https://openalex.org/W3112248285","https://openalex.org/W3112348427","https://openalex.org/W3115732843","https://openalex.org/W3125474284","https://openalex.org/W3130571284","https://openalex.org/W3130989307","https://openalex.org/W3137488793","https://openalex.org/W3138555825","https://openalex.org/W3140080668","https://openalex.org/W3155396182","https://openalex.org/W3155590462","https://openalex.org/W3157698638","https://openalex.org/W3158323294","https://openalex.org/W3158390126","https://openalex.org/W3160940115","https://openalex.org/W3164001420","https://openalex.org/W3164285467","https://openalex.org/W3167284347","https://openalex.org/W3184060275","https://openalex.org/W3187081201","https://openalex.org/W3192497121","https://openalex.org/W3198336070","https://openalex.org/W3198987598","https://openalex.org/W3200065545","https://openalex.org/W3210818730","https://openalex.org/W3211105117","https://openalex.org/W3213928715","https://openalex.org/W3215022785","https://openalex.org/W3215217935","https://openalex.org/W3216727508","https://openalex.org/W4200336056","https://openalex.org/W4206497522","https://openalex.org/W4210273262","https://openalex.org/W4210836128","https://openalex.org/W4214718297","https://openalex.org/W4214736071","https://openalex.org/W4220662530","https://openalex.org/W4220704221","https://openalex.org/W4221024633","https://openalex.org/W4221065845","https://openalex.org/W4224299727","https://openalex.org/W4249916000","https://openalex.org/W4280580134","https://openalex.org/W4281950016","https://openalex.org/W4283123225","https://openalex.org/W4283276166","https://openalex.org/W4283708691","https://openalex.org/W4283823051","https://openalex.org/W4285123252","https://openalex.org/W4285131306","https://openalex.org/W4285211610","https://openalex.org/W4285801105","https://openalex.org/W4288066831","https://openalex.org/W4288629366","https://openalex.org/W4288885797","https://openalex.org/W4292745369","https://openalex.org/W4293049372","https://openalex.org/W4293060239","https://openalex.org/W4295811858","https://openalex.org/W4296781461","https://openalex.org/W4297683816","https://openalex.org/W4297983321","https://openalex.org/W4303439005","https://openalex.org/W4306937846","https://openalex.org/W4309048484","https://openalex.org/W4309603514","https://openalex.org/W4309634133","https://openalex.org/W4309708602","https://openalex.org/W4310500583","https://openalex.org/W4311392818","https://openalex.org/W4311780236","https://openalex.org/W4313213626","https://openalex.org/W4313477379","https://openalex.org/W4313557196","https://openalex.org/W4317433160","https://openalex.org/W4317811872","https://openalex.org/W4319788915","https://openalex.org/W4320013819","https://openalex.org/W4321502812","https://openalex.org/W4322500510","https://openalex.org/W4322627762","https://openalex.org/W4322723796","https://openalex.org/W4323314291","https://openalex.org/W4323543254","https://openalex.org/W4324104316","https://openalex.org/W4327522692","https://openalex.org/W4362638919","https://openalex.org/W4362690765","https://openalex.org/W4365517937","https://openalex.org/W4368373810","https://openalex.org/W4372194281","https://openalex.org/W4376622953","https://openalex.org/W4378378090","https://openalex.org/W4379259062","https://openalex.org/W4379654025","https://openalex.org/W4380360611","https://openalex.org/W4381094450","https://openalex.org/W4382136381","https://openalex.org/W4383103670","https://openalex.org/W4384934486","https://openalex.org/W4385819751","https://openalex.org/W4386013141","https://openalex.org/W4386024857","https://openalex.org/W4386175032","https://openalex.org/W4386387564","https://openalex.org/W4386836603","https://openalex.org/W4387079051","https://openalex.org/W4387526440","https://openalex.org/W4387571805","https://openalex.org/W4387777443","https://openalex.org/W4388097190","https://openalex.org/W4388498527","https://openalex.org/W4388498847","https://openalex.org/W4388640086","https://openalex.org/W4390590974","https://openalex.org/W4390605271","https://openalex.org/W4390811038","https://openalex.org/W4390848474","https://openalex.org/W4390860547","https://openalex.org/W4391147829","https://openalex.org/W4391848979","https://openalex.org/W6703371123","https://openalex.org/W6749712798","https://openalex.org/W6757748723","https://openalex.org/W6787951600","https://openalex.org/W6857395393"],"related_works":["https://openalex.org/W2961085424","https://openalex.org/W4306674287","https://openalex.org/W4387369504","https://openalex.org/W3046775127","https://openalex.org/W4394896187","https://openalex.org/W3170094116","https://openalex.org/W4386462264","https://openalex.org/W3107602296","https://openalex.org/W4364306694","https://openalex.org/W4312192474"],"abstract_inverted_index":{"Due":[0],"to":[1,14,28,45,71,164,198],"market":[2],"deregulation":[3],"and":[4,20,33,88,108,111,117,120,132,158,170,185,189],"globalisation,":[5],"competitive":[6],"environments":[7],"in":[8,57],"various":[9],"sectors":[10,127],"continuously":[11],"evolve,":[12],"leading":[13],"increased":[15],"customer":[16,22,31,49,114,121,168],"churn.":[17],"Effectively":[18],"anticipating":[19],"mitigating":[21],"churn":[23,50,66,80,153],"is":[24,156],"vital":[25],"for":[26],"businesses":[27],"retain":[29],"their":[30],"base":[32],"sustain":[34],"business":[35],"growth.":[36],"This":[37],"research":[38,147,175],"scrutinizes":[39],"212":[40],"published":[41,72],"articles":[42],"from":[43],"2015":[44],"2023,":[46],"delving":[47],"into":[48],"prediction":[51,67,154],"using":[52,91,160],"machine":[53,93],"learning":[54,187],"methods.":[55],"Distinctive":[56],"its":[58],"scope,":[59],"this":[60,174],"work":[61],"covers":[62],"key":[63],"stages":[64],"of":[65,79,102,152,183,195],"models":[68,155],"comprehensively,":[69],"contrary":[70],"reviews,":[73],"which":[74],"focus":[75],"on":[76,125,148],"some":[77],"aspects":[78],"prediction,":[81],"such":[82,104,128],"as":[83,105,129,190,192],"model":[84,89],"development,":[85],"feature":[86],"engineering":[87],"evaluation":[90,95,162],"traditional":[92],"learning-based":[94],"metrics.":[96],"The":[97],"review":[98],"emphasises":[99],"the":[100,149,181,193],"incorporation":[101],"features":[103,112],"demographic,":[106],"usage-related,":[107],"behavioural":[109],"characteristics":[110],"capturing":[113],"social":[115],"interaction":[116],"communications":[118],"graphs":[119],"feedback":[122],"while":[123],"focusing":[124],"popular":[126],"telecommunication,":[130],"finance,":[131],"online":[133],"gaming":[134],"when":[135],"producing":[136],"newer":[137],"datasets":[138],"or":[139],"developing":[140],"a":[141],"predictive":[142],"model.":[143],"Findings":[144],"suggest":[145],"that":[146,179],"profitability":[150],"aspect":[151],"under-researched":[157],"advocates":[159],"profit-based":[161],"metrics":[163],"support":[165],"decision-making,":[166],"improve":[167],"retention,":[169],"increase":[171],"profitability.":[172],"Finally,":[173],"concludes":[176],"with":[177],"recommendations":[178],"advocate":[180],"use":[182],"ensembles":[184],"deep":[186],"techniques,":[188],"well":[191],"adoption":[194],"explainable":[196],"methods":[197],"drive":[199],"further":[200],"advancements.":[201]},"counts_by_year":[{"year":2026,"cited_by_count":31},{"year":2025,"cited_by_count":65},{"year":2024,"cited_by_count":17}],"updated_date":"2026-07-02T09:51:11.867554","created_date":"2025-10-10T00:00:00"}
