evalueserve.com Case Study Understanding controllable and uncontrollable drivers of customer churn is essential in designing short and long term retention strategies. Client A global heavy machinery and equipment manufacturer Industry Industrial Goods Business Challenges The client found it challenging to identify key controllable and uncontrollable factors that drives customer churn at the dealer level. This in turn made it impossible to develop effective strategies to reduce churn. Evalueserve Solution A combination of driver analyses and customer lifetime value analysis was determined as the best approach. Initially focusing on a single dealer, our team built a data mart, segmented customers based on spend patterns, and identified drivers to generat

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