CUSTOMER CHURN USING AML

RYAN FONNETTRFONNETT@CCGBI.COMLI: HTTPS://WWW.LINKEDIN.COM/IN/RYANFONNETTTWITTER: @RYAN_FONNETT

BIO

Senior Consultant for Convergence Consulting Group (CCG) More than 11 years of professional experience with various

programming languages, technologies, frameworks, methodologies, and tools.

OBJECTIVES

What is Customer Churn? How Customer Churn Affects Your Bottom Line Factors That Affect Customer Churn Predict Customer Churn Using AML Demo Methods to Prevent Customer Churn References

WHAT IS CUSTOMER CHURN?

Definition: The turnover in customers that is experienced

during a given period of time Monthly Churn Rate Formula: (Customers Who Left/BOM Customers) X 100 Solution: (100/1000) X 100 = 10%

HOW CUSTOMER CHURN AFFECTS YOUR BOTTOM LINE

π = Revenue – Cost Revenue

Loss of customers to competitors; Revenue Cost

More expensive to attract new customers as opposed to retaining existing ones; Cost

FACTORS THAT AFFECT CUSTOMER CHURN

1. Customer Satisfaction

2. Customer Delight

3. Switching Costs

4. Value

PREDICT CUSTOMER CHURN USING AML

METHODS TO PREVENT CUSTOMER CHURN1. Set and meet customer expectations2. Nail the first impression3. Always be adding value4. Improve competitive advantages5. Build ‘sticky’ customer loyalty6. Benchmark against competitors7. Focus on becoming a dependency8. Listen to your customers9. Keep your eyes open for external environment changes10. Identify ‘at risk’ customers using key indicators11. Build educational material and resources12. Know your weakness13. Find our why customers cancel14. Know and understand your target market15. Track customer lifetime of marketing channels

REFERENCES

1. What Is Churn Rate and Why It Will Mess With Your Growth

2. Retention/Attrition Models3. Customer Churn: 15 Tactics To Improve Your Churn Rat

e4. Azure ML Studio5. Cortana Gallery for AML Experiments