{"id":"https://openalex.org/W4409287322","doi":"https://doi.org/10.5220/0013436300003929","title":"Predicting B2B Customer Churn and Measuring the Impact of Machine Learning-Based Retention Strategies","display_name":"Predicting B2B Customer Churn and Measuring the Impact of Machine Learning-Based Retention Strategies","publication_year":2025,"publication_date":"2025-01-01","ids":{"openalex":"https://openalex.org/W4409287322","doi":"https://doi.org/10.5220/0013436300003929"},"language":"en","primary_location":{"id":"doi:10.5220/0013436300003929","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0013436300003929","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 27th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.5220/0013436300003929","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5102855200","display_name":"V. B. V. Oliveira","orcid":"https://orcid.org/0009-0009-5818-4133"},"institutions":[{"id":"https://openalex.org/I129192303","display_name":"Universidade Federal do Rec\u00f4ncavo da Bahia","ror":"https://ror.org/057mvv518","country_code":"BR","type":"education","lineage":["https://openalex.org/I129192303"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Vict\u00f3ria Oliveira","raw_affiliation_strings":["Center for Exact and Technological Sciences, Federal University of Rec\u00f4ncavo da Bahia (UFRB), Cruz das Almas, BA, Brazil","Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Exact and Technological Sciences, Federal University of Rec\u00f4ncavo da Bahia (UFRB), Cruz das Almas, BA, Brazil","institution_ids":["https://openalex.org/I129192303"]},{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083163548","display_name":"Amanda Gon\u00e7alves Guimar\u00e3es","orcid":"https://orcid.org/0000-0003-0761-8287"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Amanda Guimar\u00e3es","raw_affiliation_strings":["Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5093308107","display_name":"Arthur Soares de Quadros","orcid":"https://orcid.org/0009-0004-9593-7601"},"institutions":[{"id":"https://openalex.org/I170935008","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica de Minas Gerais","ror":"https://ror.org/03j1rr444","country_code":"BR","type":"education","lineage":["https://openalex.org/I170935008"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Arthur Soares de Quadros","raw_affiliation_strings":["Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","Department of Computer Science, Pontifical Catholic University of Minas Gerais (PUC Minas), Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]},{"raw_affiliation_string":"Department of Computer Science, Pontifical Catholic University of Minas Gerais (PUC Minas), Brazil","institution_ids":["https://openalex.org/I170935008"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Reynold Mazo","orcid":null},"institutions":[{"id":"https://openalex.org/I17974374","display_name":"Universidade de S\u00e3o Paulo","ror":"https://ror.org/036rp1748","country_code":"BR","type":"education","lineage":["https://openalex.org/I17974374"]},{"id":"https://openalex.org/I4210131883","display_name":"Brazilian Society of Computational and Applied Mathematics","ror":"https://ror.org/03kcw4w74","country_code":"BR","type":"other","lineage":["https://openalex.org/I4210131883"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Reynold Mazo","raw_affiliation_strings":["Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","Institute of Mathematical and Computer Sciences (ICMC), University of S\u00e3o Paulo (USP), S\u00e3o Carlos, SP, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]},{"raw_affiliation_string":"Institute of Mathematical and Computer Sciences (ICMC), University of S\u00e3o Paulo (USP), S\u00e3o Carlos, SP, Brazil","institution_ids":["https://openalex.org/I17974374","https://openalex.org/I4210131883"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5117085362","display_name":"Rickson Gaspar","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Rickson Gaspar","raw_affiliation_strings":["Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5110291349","display_name":"Alessandro Vieira","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Alessandro Vieira","raw_affiliation_strings":["Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005368207","display_name":"Wladmir Cardoso Brand\u00e3o","orcid":"https://orcid.org/0000-0002-1523-1616"},"institutions":[{"id":"https://openalex.org/I170935008","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica de Minas Gerais","ror":"https://ror.org/03j1rr444","country_code":"BR","type":"education","lineage":["https://openalex.org/I170935008"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Wladmir Brand\u00e3o","raw_affiliation_strings":["Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","Department of Computer Science, Pontifical Catholic University of Minas Gerais (PUC Minas), Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Data Science Laboratory (SOLAB), S\u00f3lides S.A. - Belo Horizonte, MG, Brazil","institution_ids":[]},{"raw_affiliation_string":"Department of Computer Science, Pontifical Catholic University of Minas Gerais (PUC Minas), Brazil","institution_ids":["https://openalex.org/I170935008"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"572","last_page":"581"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9878000020980835,"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":0.9878000020980835,"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/T14260","display_name":"Impact of AI and Big Data on Business and Society","score":0.9157999753952026,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9128000140190125,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.6288473606109619},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.596672773361206},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3828660845756531},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3063284456729889},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.20105400681495667}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6288473606109619},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.596672773361206},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3828660845756531},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3063284456729889},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20105400681495667},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5220/0013436300003929","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0013436300003929","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 27th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.5220/0013436300003929","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0013436300003929","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 27th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W4391913857","https://openalex.org/W2358668433","https://openalex.org/W4396701345","https://openalex.org/W2376932109","https://openalex.org/W2360967869","https://openalex.org/W2215801116"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2025-10-10T00:00:00"}
