Abstract

This paper analyzes the phenomenon of customer churn in ERP system implementations, with the aim of identifying effective strategies for reducing its occurrence in the ERP industry. The study is based on real-world data from 67 implementation projects conducted by an ERP service provider. It focuses on the stages of the implementation cycle where customer cooperation is most frequently discontinued and classifies the primary reasons for project abandonment. Based on the findings, a set of targeted strategies is proposed to mitigate churn risk. These recommendations are intended to improve implementation success rates and foster long-term customer engagement.

Recommended Citation

Scherer, M., Zalasińska, J. & Zalasiński, M. (2025). Analysis of Reducing Customer Churn Rate in the ERP IndustryIn I. Luković, S. Bjeladinović, B. Delibašić, D. Barać, N. Iivari, E. Insfran, M. Lang, H. Linger, & C. Schneider (Eds.), Empowering the Interdisciplinary Role of ISD in Addressing Contemporary Issues in Digital Transformation: How Data Science and Generative AI Contributes to ISD (ISD2025 Proceedings). Belgrade, Serbia: University of Gdańsk, Department of Business Informatics & University of Belgrade, Faculty of Organizational Sciences. ISBN: 978-83-972632-1-5. https://doi.org/10.62036/ISD.2025.2

Paper Type

Poster

DOI

10.62036/ISD.2025.2

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Analysis of Reducing Customer Churn Rate in the ERP Industry

This paper analyzes the phenomenon of customer churn in ERP system implementations, with the aim of identifying effective strategies for reducing its occurrence in the ERP industry. The study is based on real-world data from 67 implementation projects conducted by an ERP service provider. It focuses on the stages of the implementation cycle where customer cooperation is most frequently discontinued and classifies the primary reasons for project abandonment. Based on the findings, a set of targeted strategies is proposed to mitigate churn risk. These recommendations are intended to improve implementation success rates and foster long-term customer engagement.