{"id":"https://openalex.org/W4416331021","doi":"https://doi.org/10.62036/isd.2025.2","title":"Analysis of Reducing Customer Churn Rate in the ERP Industry","display_name":"Analysis of Reducing Customer Churn Rate in the ERP Industry","publication_year":2025,"publication_date":"2025-11-17","ids":{"openalex":"https://openalex.org/W4416331021","doi":"https://doi.org/10.62036/isd.2025.2"},"language":null,"primary_location":{"id":"doi:10.62036/isd.2025.2","is_oa":true,"landing_page_url":"https://doi.org/10.62036/isd.2025.2","pdf_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1776&context=isd2014","source":{"id":"https://openalex.org/S4404677940","display_name":"Proceedings of the International Conference on Information Systems Development","issn_l":"2938-5202","issn":["2938-5202"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Information Systems Development","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1776&context=isd2014","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5048862249","display_name":"Magdalena Scherer","orcid":"https://orcid.org/0000-0002-4420-3550"},"institutions":[{"id":"https://openalex.org/I130294970","display_name":"Cz\u0119stochowa University of Technology","ror":"https://ror.org/046awyn59","country_code":"PL","type":"education","lineage":["https://openalex.org/I130294970"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Magdalena Scherer","raw_affiliation_strings":["Czestochowa University of Technology, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Czestochowa University of Technology, Poland","institution_ids":["https://openalex.org/I130294970"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5120553555","display_name":"Jolanta Zalasinska","orcid":null},"institutions":[{"id":"https://openalex.org/I4210133380","display_name":"Emag Serwis (Poland)","ror":"https://ror.org/03g4zd952","country_code":"PL","type":"company","lineage":["https://openalex.org/I4210133380"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Jolanta Zalasinska","raw_affiliation_strings":["ERP Serwis sp. z o. o. sp. k., Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ERP Serwis sp. z o. o. sp. k., Poland","institution_ids":["https://openalex.org/I4210133380"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5070134499","display_name":"Marcin Zalasi\u0144ski","orcid":"https://orcid.org/0000-0002-0009-6124"},"institutions":[{"id":"https://openalex.org/I130294970","display_name":"Cz\u0119stochowa University of Technology","ror":"https://ror.org/046awyn59","country_code":"PL","type":"education","lineage":["https://openalex.org/I130294970"]}],"countries":["PL"],"is_corresponding":false,"raw_author_name":"Marcin Zalasinski","raw_affiliation_strings":["Czestochowa University of Technology, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Czestochowa University of Technology, Poland","institution_ids":["https://openalex.org/I130294970"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.51600557,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.8546000123023987,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T11938","display_name":"ERP Systems Implementation and Impact","score":0.8546000123023987,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T12384","display_name":"Customer churn and segmentation","score":0.049800001084804535,"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/T12127","display_name":"Software System Performance and Reliability","score":0.006399999838322401,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5299999713897705},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.44909998774528503},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.44699999690055847},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4320000112056732},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4115000069141388},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.40400001406669617},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.39410001039505005}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6238999962806702},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5879999995231628},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5299999713897705},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.44909998774528503},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.44699999690055847},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4320000112056732},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4115000069141388},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.40400001406669617},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.39410001039505005},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.39410001039505005},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.38260000944137573},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.36980000138282776},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.3357999920845032},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.33169999718666077},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.30480000376701355},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.30250000953674316},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.28940001130104065},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.28299999237060547},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.274399995803833},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.25780001282691956}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.62036/isd.2025.2","is_oa":true,"landing_page_url":"https://doi.org/10.62036/isd.2025.2","pdf_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1776&context=isd2014","source":{"id":"https://openalex.org/S4404677940","display_name":"Proceedings of the International Conference on Information Systems Development","issn_l":"2938-5202","issn":["2938-5202"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Information Systems Development","raw_type":"proceedings-article"},{"id":"pmh:oai:aisel.aisnet.org:isd2014-1776","is_oa":false,"landing_page_url":"https://aisel.aisnet.org/isd2014/proceedings2025/managingdevops/2","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Proceedings of the International Conference on Information Systems Development (ISD)","raw_type":"text"}],"best_oa_location":{"id":"doi:10.62036/isd.2025.2","is_oa":true,"landing_page_url":"https://doi.org/10.62036/isd.2025.2","pdf_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1776&context=isd2014","source":{"id":"https://openalex.org/S4404677940","display_name":"Proceedings of the International Conference on Information Systems Development","issn_l":"2938-5202","issn":["2938-5202"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Information Systems Development","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4416331021.pdf","grobid_xml":"https://content.openalex.org/works/W4416331021.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"This":[0],"paper":[1],"analyzes":[2],"the":[3,13,24,47,50,62,70],"phenomenon":[4],"of":[5,15,49,74],"customer":[6,54,95],"churn":[7,81],"in":[8,23],"ERP":[9,25,41],"system":[10],"implementations,":[11],"with":[12],"aim":[14],"identifying":[16],"effective":[17],"strategies":[18,76],"for":[19,65],"reducing":[20],"its":[21],"occurrence":[22],"industry.":[26],"The":[27],"study":[28],"is":[29,56,77],"based":[30],"on":[31,46,69],"real-world":[32],"data":[33],"from":[34],"67":[35],"implementation":[36,51,89],"projects":[37],"conducted":[38],"by":[39],"an":[40],"service":[42],"provider.":[43],"It":[44],"focuses":[45],"stages":[48],"cycle":[52],"where":[53],"cooperation":[55],"most":[57],"frequently":[58],"discontinued":[59],"and":[60,92],"classifies":[61],"primary":[63],"reasons":[64],"project":[66],"abandonment.":[67],"Based":[68],"findings,":[71],"a":[72],"set":[73],"targeted":[75],"proposed":[78],"to":[79,87],"mitigate":[80],"risk.":[82],"These":[83],"recommendations":[84],"are":[85],"intended":[86],"improve":[88],"success":[90],"rates":[91],"foster":[93],"long-term":[94],"engagement.":[96]},"counts_by_year":[],"updated_date":"2026-08-18T07:49:30.821534","created_date":"2025-11-19T00:00:00"}
