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All Journal Jurnal Sisfokom (Sistem Informasi dan Komputer)
Syibli, Mohammad
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Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management

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Unpacking Customer Churn Management through Information Systems Syibli, Mohammad; Gernowo, Rahmat; Surarso, Bayu; Setiawan, Aldi; Andi Setiabudi, Nur
Jurnal Sisfokom (Sistem Informasi dan Komputer) Vol. 15 No. 01 (2026): JANUARY
Publisher : ISB Atma Luhur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32736/sisfokom.v15i01.2552

Abstract

The high churn rate in the telecommunications industry remains a persistent challenge affecting customer retention, revenue stability, and long-term competitiveness. This study aims to identify, classify, and synthesize the current state of customer churn management (CCM) research through a systematic lens. Despite growing interest in churn prediction, most studies focus narrowly on improving model accuracy, overlooking the organizational, strategic, and adaptive aspects essential for effective churn management. To address this gap, this paper conducts a systematic literature review (SLR) covering publications from 2020 to 2025, analyzed through the Input–Process–Output (IPO) framework. Twenty high-impact papers were coded across various industries to examine data inputs, modelling processes, output insights, and feedback or retraining mechanisms. The findings reveal a strong bias toward predictive modelling and performance metrics, with limited attention to adaptive retraining, business impact assessment, and decision-support feedback loops. This imbalance highlights the need for a more holistic approach to churn management that integrates analytical and managerial dimensions. The study concludes by proposing a synthesized reference model and future research agenda to guide the development of adaptive, information-systems-based churn management frameworks for dynamic business environments.
Co-Authors Aldi Setiawan, Aldi Andi Setiabudi, Nur Bayu Surarso Rahmat Gernowo