Work

Customer Sentiment and Churn Analysis of ASANA Task Management Tool: A Text Mining Approach

Year: 2024

Type: conference-paper

Abstract: The goal of this research is to analyze customer reviews of the ASANA task management software using text mining methods including sentiment analysis, topic modeling, emotion detection, and churn prediction. Based on a dataset of 1000 customer reviews, the analysis covers the overall sentiment, reveals prevailing topics of conversation by users, detects emotional patterns, and makes customer churn predictions from review text and ratings. The findings enable product development and customer retention strategy actionables, highlighting critical areas to develop and prevent churn.

Source: International Conference on Information Management & Machine Intelligence (ICIMMI)

DOI: 10.1145/3745812.3745881

Authors: Shara George Vaidian, Bindhia Joji, Jisha K

Institutions: Christ University, Karunya University

Language: English

Topic: Sentiment Analysis and Opinion Mining

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

Open Access status: hybrid

OpenAlex ID: W4413915906

FWCI: 0.317

Cites: 13

Cited by: 1

Related to: 10