customer churn retention publishingl

8/3/2019 Customer Churn Retention Publishingl

1/37

Rogb}uwnogioc eruwdkb} unwiujnewido&fdynfwy& nog ]bwbowido

wd ikx}dzb wlb bjjieiboey dj elnffbocioc elr}o/

,X}dzigbg my Nlkng Lbulknw)

Fdynfwy Nog ]bwbowido Dxb}nwidouNcdrpn

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif)

Nrcruw >:& =88


2/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =

Wnmfbu dj Edowbowu

>+^rdwnwidou

=+Gbjioiwidou

7+Wyxbu dj Eruwdkb} Elr}o

2+Gikbouidou dj Fdynfwy

:+]bnudou dj Elr}o

3+Bfbkbowu dj Elr}o ]bgrewido


3/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5


4/37


^RDWNWIDOU

N eruwdkb} iu wlb kduw ikxd}wnow xb}udo io noy mruiobuu

N eruwdkb} iu odw gbxbogbow rxdo ru/ Sb n}b gbxbogbow rxdo lik/

N eruwdkb} iu odw no iowb}}rxwido dj dr} sd}a/ Lb iu wlb udfb xr}xdub dj iw/

N eruwdkb} gdbu ru n jnzd} slbo lb edkbu io/ Sb n}bo#w gdioc lik njnzd} my sniwioc do lik/

N eruwdkb} iu no buubowinf xn}w dj dr} mruiobuu++odw no drwuigb}/

N eruwdkb} iu odw `ruw kdoby io wlb enul }bciuwb}/ Lb iu n lrkno mbioc

siwl jbbfiocu nog gbub}zbu wd mb w}bnwbg siwl }buxbew/


5/37


^RDWNWIDOU

N eruwdkb} iu n xb}udo sld edkbu wd ru siwl liu obbgu nog liu snowu/ Iwiu dr} `dm wd jiff wlbk/

N eruwdkb} gbub}zbu wlb kduw edr}wbdru nwwbowido sb eno cizb lik/

Lb iu wlb fijbmfddg dj wliu nog bzb}y mruiobuu/

Lb xnyu ydr} unfn}y/

Siwldrw lik sb sdrfg lnzb wd efdub dr} gdd}u/

Gdo#w bzb} jd}cbw iw/

Nww}imrwbg wd Unk Snfwdo jdrogb} dj Snf+Kn}w/


6/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido @norn}y >& =889 Oifb Eiwy RO]BUW]IEWBG xncb :

Eruwdkb} Unwiujnewido0 iu eruwdkb}u xb}ebxwido dj wlb gbc}bb wdsliel wlb eruwdkb}u b|xbewnwidou lnzb mbbo jrfjiffbg/

Eruwdkb} Fdynfwy0 Jbbfiocu d} nwwiwrgbu wlnw ioefiob n eruwdkb}biwlb} wd }bwr}o wd n edkxnoy& uldx d} drwfbw wd xr}elnub wlb}b ncnio& d}bfub wd }b+xr}elnub n xn}wierfn} x}dgrew& ub}zieb d} m}nog/

Eruwdkb} Elr}o0 fduu dj eruwdkb}u/ Nfudaodso Eruwdkb}nww}iwido/

Eruwdkb} ]bwbowido0 n uw}nwbcy sldub dm`bewizb iu wd abbx nedkxnoyu eruwdkb}u nog wd }bwnio wlbi} }bzborb edow}imrwido/ X}ikn}ifyiw niku wd x}bzbow eruwdkb}u j}dk cdioc wd wlb edkxbwiwd}/

Edkxfniow0 iu no b|x}buuido dj giuunwiujnewido kngb wd nod}cnoipnwido& }bfnwbg wd iwu x}dgrewu& slb}b n }buxdoub d} }budfrwido iub|xfieiwfy d} ikxfieiwfy b|xbewbg

GBJIOIWIDOU


7/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 3

Gbjioiwido dj eruwdkb} unwiujnewido

Eruwdkb} unwiujnewido iu lds sbff dr} X]DGREWU& UB]ZIEB& URXXD]W nogBOCNCBKBOW n}b nmfb wd kbbw wlb eruwdkb} B\XBEWNWIDOU/

M}bna+gdso dj wlb Gbjioiwido

Eruwdkb} unwiujnewido iu n kbnur}b dj lds sbff dr}

X]DGREWU + X}dgrewu ioefrgioc xlyuienf x}dgrewu nog ub}ziebu/

UB]ZIEB + Eruwdkb} ub}zieb njwb} unfb/ Wliu ioefrgbu }buxdogioc wd eruwdkb}~rb}ibu nog iuurbu/

URXXD]W + ]bxni}& kniowbonoeb nog rxabbx dj ydr} x}dgrewu xduw unfbu/

BOCNCBKBOBW + Bocncioc siwl eruwdkb}& nxn}w j}dk wlb nmdzb kbowidobgedowb|wu ,x}dgrew& ub}zieb nog urxxd}w)/ Wliu ioefrgbu djjb}ioc obs x}dgrewu&uelbkbu& rx+ubff& e}duu+ubff& x}debuu }bbociobb}ioc nog bolnoebkbow/


8/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb


9/37


10/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >8

Eruwdkb} Unwiujnewido nog Eruwdkb}]bwbowido iu odw nmudfrwbfy wlb unkb

Ydr kny lnzb uiwrnwidou slb}b n eruwdkb} iu

unwiujibg& mrw iu uwiff odw }bwniobg/

Ydr kny lnzb uiwrnwidou slb}b n eruwdkb} siff odw mbunwiujibg& mrw uwiff }bwniobg/


11/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >>


Unwiujibg Eruwdkb}& mrw uwiff elr}oioc0

Ydr} x}dgrewu n}b gdioc wlb }iclw wliocu& mrw wlby n}b odw wlb }iclw x}dgrewu/ Ydr}x}dgrewu nog ub}ziebu edrfg mb kbbwioc eruwdkb} b|xbewnwidou& mrw eruwdkb}edrfg mb nww}newbg wd kd}b e}bnwizb nog jroewidonffy mbwwb} x}dgrewu/

Eruwdkb} snowu wd w}y udkbwlioc obs/ Eruwdkb} kny cbw md}bg dj ydr} x}dgrew&nog wlby `ruw snow wd w}y udkbwlioc obs/

Eruwdkb} cdioc jd} kd}b edkxbwiwizb x}dgrewu& Edkxbwiwido iu cizioc mbwwb} x}iebzu/ znfrb b~rnwido/


12/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >=


Giuunwiujibg eruwdkb}& mrw }bwniobg

B|iuwioc needrow ybw wd b|xi}b/

Urxxfib} kn}abw& Kd}b gbknog wlno urxxfy ,b/c/ ue}nwel en}gu)/

Eruwdkb} b|xbewnwidou n}b odw sbff knoncbg& mrw eruwdkb} iu uwnyioc grb wd wlbznfrb x}dxduiwido dj ydr} x}dgrew/

Licl B|iw eduw wd wlb eruwdkb}/ b|nkxfb+ B|iw fdng jd} bn}fy wb}kionwido/



Xdiowu wd edouigb} jd} Eruwdkb}Unwiujnewido nog Eruwdkb} ]bwbowido

Eruwdkb} Unwiujnewido fbngu wd Eruwdkb} Znfrb

Eruwdkb} Unwiujnewido lnu n c}bnw ed+}bfnwido siwl eruwdkb} fijbwikb znfrb/

N unwiujibg eruwdkb}0

nggu wd liu er}}bow znfrb& mrw kd}b ikxd}wnowfy iwu wlb fijbwikb znfrb sliel wlbd}cnoipnwido siff cnio/

siff cd jd} }bxbnw xr}elnub kd}b djwbo/

siff cizb ydr znfrnmfb }bjb}boebu/



Eruwdkb} Fijb Eyefb Kdgbf



Gikbouidou dj Fdynfwy

Eruwdkb} mnuie

mblnzid}

Elr}ob}

Fdynfiuw

Bkdwizb fdynfiuw

Xnuuizb fdynfiuw

Gbfimb}nwizb fdynfiuw

Fijbuwyfb Elr}ob}

Gbfimb}nwizb Elr}ob}

Giuunwiujibg Elr}ob}

]n}bfy }bnuubuu xr}elnub gbeiuido

Uw}docfy jbbf wlnw eldubo m}nog iu wlb

mbuw

J}b~rbowfy }bnuubuu xr}elnub gbeiuido

]bnjji}k eldubo m}nog wl}drcl }nwidonf

e}iwb}in

ioj}b~rbowfy }bnuubuu xr}elnub gbeiuido

Roiozdfzbg1 gdow edouigb} elnocb d}&

jbbf iw gdbuow sd}wl bjjd}w/

]bnuubuu xr}elnub gbeiuidou mbenrub dj

elnocb io obbgu

J}b~rbowfy }bnuubuu xr}elnub gbeiuidou

Elddub obs m}nog wl}drcl }nwidonf

e}iwb}in

Newizbfy giuunwiujibg

Kny mb x}dkxwbg wd }bbznfrnwb mbenrub

dj uxbeijie b|xb}iboeb


16/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >:

Bkdwizb fdynfiuw

Bkdwizb eruwdkb}u n}b wlb kduw fdynf/ Jbbfioc uw}docfy wlnw wlbi} er}}bowxr}elnubu n}b }iclw jd} wlbk nog wlnw wlbi} eldubo x}dgrew iu wlb mbuw&

wlby }n}bfy }bnuubuu xr}elnuioc gbeiuidou/

Wlbub jbbfiocu eno }bjfbew n x}dgrewu fdoc }bed}g dj cddg Liuwd}y& mrwwlby n}b djwbo jduwb}bg my iownocimfb jnewd}u/

]bubn}el urccbuwu wlnw bkdwizb eruwdkb}u cbob}nffy uxbog kd}b wlnowldub sld gbfimb}nwb dzb} xr}elnubu& nog elr}o nw n krel fdsb} }nwb



Xnuuizb Fdynfiuw

Iob}winf eruwdkb}u& fiab bkdwizb dobu& }n}bfy }bnuubuu wlbi} xr}elnubu& mrwwlbi} ionewido }burfwu j}dk licl usiwelioc eduwu d} n fnea dj iozdfzbkbowsiwl x}dgrewu/

Nfwldrcl wlbub eruwdkb}u n}bow iowbogioc wd uxbog kd}b d} fbuu wlno

wlby er}}bowfy gd& iojfrboeioc wlbk& mbobjiwu nu krel dxxd}wroiwy nuiojfrboeioc bkdwizb eruwdkb}u& fn}cbfy my knaioc wlbk fbuu fiabfy wd elr}oio }buxdoub wd uldeau urel nu x}ieb liabu& iudfnwbg enubu dj mng ub}zieb&nog fijbuwyfb elnocbu/


18/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >


19/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >9

Wyxbu dj Elr}o

Zdfrown}y Elr}o slb}b eruwdkb}u elddub wd usiwel en}}ib}u d} wb}kionwbwlbi} rub dj si}bfbuu ub}ziebu

Iozdfrown}y Elr}o slb}b ub}zieb iu gbnewiznwbg Iozdfrown}ify& grb wdkiuubg xnykbowu& mng gbmwu& bwe/


20/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =8

uwnwiuwieu nmdrw eruwdkb}u

Iw eno eduw jizb wikbu kd}b wd mry obs eruwdkb}u wlno }bwnio b|iuwiocDobu

]bgreioc eruwdkb} gbjbewidou eno mdduw x}djiwu my =2+


21/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =>

Elr}o d} iowb}buw io elr}o grb wd giuunwiujnewidosiwl dxb}nwd} ,")


22/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb ==

Elr}ob}u wdx }bnudou jd} giuunwiujnewido ,")


23/37


Eruwdkb} }bwbowido g}izb}u ikxnew io "

sss/odainuibkbouobwsd}au/edk


24/37


Edkxfniowu fbngioc wd elr}o Ioedkxfbwb iojd}knwido uln}bg gr}ioc Unfbu Enff nog s}doc edkkiwkbow

my unfbu xb}udo

Miffioc + S}doc Xfno& Miff Odw b|xfniobg $ Odw nmfb wd mb b|xfniobg& S}docmiff& s}doc xfno& Miff odw gbfizb}bg

Obwsd}a edzb}ncb iuurbu

Enff mn}}ioc grb wd odo xnykbow

Enffu j}dk E}bgiw jd} xnykbow& edkxnoy edoeb}obg siwl Edffbewido nogodw ub}zieb

Fdoc xbogioc }b~rbuw& iuurbu ro}budfzbg

S}doc UFN uwnwbg

Uyuwbku odw sd}aioc

UB]ZIEB B|berwizbu ioenxnmfb wd rogb}uwnog nog b|xfnio


25/37


Edkxfniowu fbngu wd elr}o

Od nuur}noeb wd Ub}zieb edowioriwy

Gijjb}boeb io edkkroienwido j}dk mnea djjieb nog j}dow fiob/

Od xb}knobow udfrwido dofy wbkxd}n}y udfrwido x}dzigbg


26/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =:

N}b wlbub x}bzidrufy kbowidobg dofy }bnudoujd} Elr}o4

Wlbub n}b xlyuienf rounwiujibg obbgu x}dkxwioc Elr}o xfnyioc 2>" dj wlb newrnf}bnudo wd Elr}o/

Wlb }bknioioc 79" iu grb wd0

Ub}zieb jnuw nog mbuw slbo Eruwdkb} uldrwu nwwiwrgb

Wlb sny wlb eruwdkb} iu lbn}g& rogb}uwddg nog

Iu liu edkxfnio mbioc wnabo ub}idrufy Newidou dj UB]ZIEB B\BERWIZBU

Ionxx}dx}inwb nousb}u& ]rgb mblnzid} nog iongb~rnwb uyuwbk aodsfbgcb

Od zibsioc dj Eruwdkb} Enwbcd}y nog Liuwd}y x}id} wd lnogfioc eruwdkb} ~rb}y wdgbeigb do wlb iowbouiwy dj wlb x}dmfbk nog wlb }b~ri}bg iowbouiwy wd ub}zieb

Newrnf x}dmfbk odw enxwr}bg $ rogb}uwddg my UB]ZIEB B\BERWIZBU nogwbkxd}n}y udfrwido x}dzigbg/

Eno I mb nuur}bg wlnw ky x}dmfbk siff mb }budfzbg

Roaodso Uyuwbk }buxdoub nog Uyuwbk b}}d}Edkkroienwido io wikbu dj Uyuwbkjnifr}b


27/37


< Bfbkbowu wd }bgreb Elr}o


28/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =


29/37


Lds wd lnogfb4

Ub}zb ji}uw/ Ubff ubedog/

Wdgnyu eruwdkb}u n}b ukn}wb}& mbwwb} iojd}kbg nog kd}b iowdfb}now djmbioc udfg wlno bzb} mbjd}b/

Wlby b|xbew gdioc mruiobuu siwl ydr wd mb nu lnuufb+j}bb nog c}nwijyiocjd} wlbk nu xduuimfb/ Slbo

wlby b|xb}iboeb cddg ub}zieb bfubslb}b& wlby m}ioc no ij+wlby+eno+gd+iw+sly+enowydr4 Nwwiwrgb/


30/37


Lds wd lnogfb4

Ncc}buuizbfy ubba drw eruwdkb} edkxfniowu/

Jd} kduw edkxnoibu&dofy >8" dj edkxfniowu cbw n}wierfnwbg my eruwdkb}u/

Wlb dwlb} 98" n}b ron}wierfnwbg nog knoijbuw wlbkubfzbu io knoyobcnwizb snyu0

d roxnig iozdiebud fnea dj edr}wbuy wd ydr} j}dow fiob ub}zieb }bxud obcnwizb sd}g dj kdrwl/

Knab iw bnuy jd} eruwdkb}u wd edkxfnio& nog w}bnw edkxfniowu ub}idrufy/


31/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5>

Lds wd lnogfb4

Cbw nog uwny }buxdouizb/

]bubn}el uldsu wlnw }buxdouizbobuu iu efdubfy wibg wd n eruwdkb}uxb}ebxwido dj cddg ub}zieb/


32/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5=

Lds wd lnogfb4

Aods ydr} eruwdkb}u gbjioiwido dj znfrb/

Wlb fdynfwy xnuusd}g iu znfrb/

Aodsioc lds ydr} eruwdkb}u b|xb}iboeb znfrb * wlbo gbfizb}ioc do wldubwb}ku iu e}iwienf wd mrifgioc uw}doc eruwdkb} fdynfwy/

Mrw aodsioc dr} eruwdkb}u w}rb gbjioiwido dj znfrb iu odw bnuy mbenrubydr} eruwdkb}u znfrb gbjioiwidou n}b edouwnowfy elnocioc/


33/37


Lds wd lnogfb4

Sio mnea fduw eruwdkb}u/

]bubn}el uldsu wlnw n mruiobuu iu wsieb nu fiabfy wd ureebuujrffy ubff wd nfduw eruwdkb} nu wd n m}nog obs x}duxbew/ Ybw& siooioc mnea fduweruwdkb}u iu j}b~rbowfy wlb kduw dzb}fddabg udr}eb jd} ioe}bkbownf

}bzborb io knoy ji}ku/


34/37


Lds wd lnogfb4

Rub krfwixfb elnoobfu wd ub}zb wlb unkb eruwdkb}u sbff/

]bubn}el urccbuwu eruwdkb}u sld bocncb siwl n ji}k wl}drcl krfwixfbelnoobfu b|limiw gbbxb} fdynfwy wlno uiocfb elnoobf eruwdkb}u/


35/37


: Eruwdkb} Iowb}jneb Uwnogn}gu

Elbea Kdmioifu : uwnogn}gu jd} iowb}jneioc wlb eruwdkb}& do wlbIow}nobw&

>) Eruwdkb} jbbfu znfrbg j}dk wlb drwubw nog iu nmfb wd jbbf edojigbow wlnwwlb ncbow siff lbfx lik$lb}/

=) Ncbow kruw gbkdouw}nwb iowb}buw nog n gbui}b wd jiog wlb mbuw udfrwido jd}wlb eruwdkb}/

5) Eruwdkb} snu iozdfzbg io wlb gbeiuido knaioc x}debuu nog djjb}bg nudfrwido wlnw snu wnifd}bg wd wlb eruwdkb}u# obbgu nog b|xfniou wlb}bnudo mbliog iw/

7) Eruwdkb} jbbfu edojigbow wlnw wlb }iclw udfrwido lnu mbbo jdrog jd}

lik$lb} nog knabu n edkkiwkbow/

2) Wlb eruwdkb} iu efbn} do slnw siff lnxxbo ob|w nog my sldk/

:) Eruwdkb} jbbfu bocncbg nog znfrbg my wlb ncbow wl}drcldrw wlbw}nounewido/

UDR]EBU ODWBU JDDWODWBU


36/37

Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5:

UDR]EBU& ODWBU& JDDWODWBU

Uwnogn}gu jd} Eruwdkb} iowb}jneioc0

>+ Eruwdkb} jbbfu znfrbg j}dk wlb drwubw nog iu nmfb wd jbbf edojigbow wlnwwlb ncbow siff lbfx lik$lb}/

=+ Ncbow kruw gbkdouw}nwb iowb}buw nog n gbui}b wd jiog wlb mbuw udfrwidojd} wlb eruwdkb}/

5+ Eruwdkb} snu iozdfzbg io wlb gbeiuido knaioc x}debuu nog djjb}bg nudfrwido wlnw snu wnifd}bg wd wlb eruwdkb}u obbgu nog b|xfniou wlb

}bnudo mbliog iw/

7+ Eruwdkb} jbbfu edojigbow wlnw wlb }iclw udfrwido lnu mbbo jdrog jd}lik$lb} nog knabu n edkkiwkbow/

2+ Wlb eruwdkb} iu efbn} do slnw siff lnxxbo ob|w nog my sldk/

:+ Eruwdkb} jbbfu bocncbg nog znfrbg my wlb ncbow wl}drcldrw wlbw}nounewido/


37/37

Wlnoa ydr

customer churn retention publishingl

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