Curing customer churn

November 2011
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Curing customer churn

At a glance

Using available customer data, companies can predict which customers are likely to churn in the near term and can then design efforts to retain them. This paper outlines current challenges in churn management, details leading practices for developing a knowledge of true churn causes and priorities, and covers the organizational challenges that must be overcome to eliminate the root causes of churn and thereby increase profitability.

Using available customer data, companies can predict which customers are likely to churn in the near term and can then design efforts to retain them. This paper outlines current challenges in churn management, details leading practices for developing a knowledge of true churn causes and priorities, and covers the organizational challenges that must be overcome to eliminate the root causes of churn and thereby increase profitability.