THE CHURN PHENOMENON – PAST, PRESENT AND FUTURE

The interest in investigating the phenomenon of customer migration to the competition has grown in recent years. The efficient management of the customer base has become a powerful tool which plays a significant role in maintaining stable revenues in businesses around the world. This paper presents...

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Bibliographic Details
Main Author: Andreea DUMITRACHE
Format: Article
Language:English
Published: Romanian Foundation for Business Intelligence 2019-05-01
Series:SEA: Practical Application of Science
Subjects:
Online Access: http://seaopenresearch.eu/Journals/articles/SPAS_19_8.pdf
Description
Summary:The interest in investigating the phenomenon of customer migration to the competition has grown in recent years. The efficient management of the customer base has become a powerful tool which plays a significant role in maintaining stable revenues in businesses around the world. This paper presents the evolution of research that has extensively studied the churn phenomenon and focuses on several topics: research fields according to the number of publications, research organizations, written language, authors, industries, research areas, types of works and so on. The paper also defines the terminology, the taxonomy and the causal factors of the phenomenon.
ISSN:2360-2554