Diagnose Customer Churn
What causes churn in one company may be very different from what causes it in another. Why speculate? Get the facts.
Defection Analysis
Churn is an enterprise-wide problem. Customers may switch service providers because a software product fails to meet expectations. In other cases, poor service interactions, lack of system reliability, or chronic billing problems may be the cause. The trick is knowing what combination of factors drives the majority of your churn. And that requires detailed, objective information from the people who matter most–customers who went somewhere else.
Methods:
- Market segmentation
- “5 Why” analysis
- Qualitative and quantitative methods
- Third-party data collection
- Statistical analysis
