A major services company had many customers churning to a competitor. Insight was needed into which customers were at risk of leaving
A major services company had many customers churning to a competitor. Insight was needed into which customers were at risk of leaving
2 PagesAnalytikk Consulting - Customer Retention Case Study Customer Retention Case Study Visit this page online: http://analytikk.com/case-studies/customer-retention-case-study/ Business issue A major services company had many customers churning to a competitor. Insight was needed into which customers were at risk of leaving, why they were leaving, and what customers to focus the retention effort on. A trend was noticed that customers who contacted a call centre were more likely to leave the company within the next 6 months. The company wanted to confirm whether this trend was genuine and if so, was anything that a customer said or their pattern of contacting call centre indicative of their propensity to leave? The company also wanted to know at least two months in advance if a customer was li
