Churn Multimedia

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May 25, 2013

Business of Information Technology > Business Processes > Customer Service > Customer Satisfaction >
Churn
ALSO CALLED: Churning, Customer Churning, Carrier Switches (Churn) DEFINITION: Churn rate is a measure of customer or employee attrition, and is defined as the number of customers who discontinue a service or employees who leave a company during a specified time period divided by the average total number of customers or employees over that same time period. For example, churn rate has been an ongoing concern of telephone and cell phone services in areas where several companies … Definition continues below.
Churn Multimedia (View All Report Types)
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Creating Business Value Through Customer Experience sponsored by Oracle Corporation UK Ltd WEBCAST: In this webcast, Brian J. Curran, VP of Customer Experience Strategy for Oracle, explains the business value of effective customer experience management and offers strategies and methodologies for getting started. Posted: 13 Dec 2012 \| Premiered: Dec 13, 2012 TOPICS: Brand Loyalty \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service

Customer Experience Online Forum: Join the Revolution sponsored by Oracle Corporation UK Ltd WEBCAST: Today, the customer experience you provide is more important than ever. Watch this webcast to hear from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, and other thought leaders as they discuss the ROI of the customer experience and learn strategies your peers are using to win over customers. Posted: 18 Dec 2012 \| Premiered: Dec 18, 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction

Customer Experience: Empower Your Agents sponsored by Oracle Corporation UK Ltd VIDEO: View this brief video to learn what your business's customer service and support systems should look like. Watch this on-demand video now to find out why simplicity and ease-of-use is key to delivering the best possible customer interactions. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Customer-Centered Innovation: Driving Operational Excellence from the Outside-In sponsored by OpenText WEBCAST: Watch this webinar today to discover how Europ Assistance Group was able to further improve their customer-oriented culture. Find out how they improved customer service levels and operational efficiency while also delivering new business innovations that could fuel growth and higher profitability. Posted: 29 Apr 2013 \| Premiered: Apr 29, 2013 TOPICS: Business Process Management \| CRM \| Customer Satisfaction \| Customer Service \| Enterprise Architectures

Demystifying the path to a JBoss Intelligent, Integrated Enterprise sponsored by Red Hat WEBCAST: Watch this webcast to learn how to eliminate siloed information, automate business processes and improve decision making with a service-oriented architecture (SOA), enhanced data services and a business rules management system (BRMS). Posted: 12 Dec 2012 \| Premiered: Jan 17, 2013, 08:00 EST (13:00 GMT) TOPICS: Cloud Computing \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Middleware \| Mobile CRM \| Mobile Device Management \| SOA

Differentiate Your Company by Delivering Great Customer Experiences sponsored by Oracle Corporation VIDEO: This brief webcast examines the step by step process your customers go through when interacting with your brand, and how you can optimize that experience.Learn how you can unify the experience through all the channels your customers are choosing to interact with you through cross-channel alignment. Posted: 28 Dec 2012 \| Premiered: 18 Oct 2012 TOPICS: Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Web 2.0

Enterprise Cloud Services – Unified Communications Made Easy sponsored by Hewlett-Packard Company WEBCAST: Discover how an enterprise-grade, cloud-based unified communications solution can help your users connect across the globe to increase productivity, business agility, and efficiency in a flexible, cost-efficient manner. Posted: 04 Apr 2013 \| Premiered: Nov 12, 2012 TOPICS: Collaboration \| Customer Satisfaction \| Customer Service \| Email \| File Sharing Protocols \| Instant Messaging \| Mobile Workers \| Remote Offices \| Remote Users \| Security \| Telephones \| Telephony Services \| Telephony Systems \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Systems

Fight data chaos with better business process automation. sponsored by Kofax, Inc. VIDEO: This helpful webcast explores a technology that can capture incoming documents and information to automate downstream business processes quickly, efficiently and cost effectively, resulting in faster and more accurate customer transactions and improve customer service. Posted: 22 Feb 2013 \| Premiered: 24 Jan 2013 TOPICS: Business Process Management \| Contact Center Management \| CRM \| Customer Satisfaction

Cognos Business Intelligence for Report Authors sponsored by IBM VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." Posted: 24 Jan 2012 \| Premiered: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Service \| Customer Service Best Practices

Common BI and ETL Process Management Pain Points and How to Handle Them sponsored by Cisco Systems, Inc. WEBCAST: This webcast discusses the most common BI and ETL process management pain points experienced by BI operations staff as well as strategies for addressing them. Learn how to face process issues, design processes that are efficient and resistant to common problems, and learn real-life examples of successful implementations. Posted: 29 Apr 2010 \| Premiered: May 13, 2010, 14:00 EDT (18:00 GMT) TOPICS: Business Intelligence \| Business Performance Management \| Business Process Management \| Business Process Modeling \| Business Processes \| Data Management \| Database Management \| ETL (Software)

Customer Communication Management sponsored by Pitney Bowes Business Insight WEBCAST: CCM helps businesses transform routine business documents into communications that truly enhance the customer experience. CCM is an integrated end-to-end solution that enables companies to create, manage and deliver effective multichannel communications all while reducing the cost of communicating with and providing superior service to customers. Posted: 06 Jul 2010 \| Premiered: Jul 6, 2010 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Email \| Financial Statements

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management sponsored by KANA WEBCAST: Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both. Posted: 22 Jun 2012 \| Premiered: Jun 22, 2012 TOPICS: Business Process Management \| Business Process Management Software \| CRM \| Customer Service \| Knowledge Management

Dancing with Elephants - Making Your Business Processes Agile sponsored by Fujitsu America, Inc. WEBCAST: Think Agile BPM is not for you because you don't have simple processes that follow the same path every time? Think again. This webcast illustrates how Agile BPM allows you to get results by striking the right balance between structure and flexibility in processes how Fujitsu's Agile BPM solution can help you to achieve that goal. Posted: 03 Jan 2011 \| Premiered: Jan 3, 2011 TOPICS: Business Performance Management \| Business Process Management \| Business Process Management Software \| Business Process Modeling \| Business Processes \| Cloud Computing \| Collaborative Applications Software \| Enterprise Applications Software \| SOA \| Software as a Service

Delivering OLAP Analytics with Oracle Business Intelligence Enterprise Edition 11g sponsored by Oracle Corporation PRODUCT DEMO: This product demo illustrates the processes and benefits inherent in a BI solution that provides a common, unified environment that combines OLAP and relational-style analysis for a faster and more in-depth decision process. Posted: 16 Dec 2010 \| Premiered: 16 Dec 2010 TOPICS: Analytic Applications Software \| Business Intelligence \| Business Intelligence Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Dashboards \| OLAP \| Reporting Software

Drive Lifetime Customer Loyalty with Infor CRM Epiphany Interaction Advisor sponsored by Infor CRM VIDEO: Watch this video demo to learn about Infor CRM Epiphany Interaction Advisor, an all-in-one customer interaction system that provides you with valuable customer insight for enhanced interactions and increased customer loyalty. Posted: 20 Jan 2012 \| Premiered: 20 Jan 2012 TOPICS: CRM \| CRM Analytics Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Dashboards

Drive Sales Performance: Keys to preparing your reps for today's sale environment sponsored by SAVO Group WEBCAST: View this Webcast and learn how top organizations are improving productivity, increasing sales and driving higher quality performance from every rep. Posted: 26 Sep 2008 \| Premiered: Sep 26, 2008 TOPICS: Business Intelligence \| CRM \| Customer Service \| Lead Generation \| Productivity \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online sponsored by Microsoft VIDEO: Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge. Posted: 23 Aug 2010 \| Premiered: 23 Aug 2010 TOPICS: Collaboration \| CRM \| Customer Service \| Customer Service Best Practices \| Online Marketing \| Reporting Software

Driving the SLM process in ITIL: Why it should be your priority sponsored by CA Technologies. WEBCAST: The notion of service level management is fundamental to business success. Why? Because service level management drives customer satisfaction and retention. In this webcast, learn how to meet SLAs through different strategies such as testing, quality control and capacity management. Posted: 08 Dec 2011 \| Premiered: Dec 8, 2011 TOPICS: Change Management \| Customer Retention \| Customer Satisfaction \| IT Service Management \| ITIL \| Service Level Management \| SLA \| SLA Management Services

Dynamic Business Processes Podcast Series: Tips for Thriving in Today’s Economy with BPM sponsored by IBM PODCAST: Today, more than ever, organizations must deliver the benefits of cost optimization and business agility. This podcast series explains how that goal can be realized through dynamic Business Processes Management. The series focuses on banking, government, healthcare, insurance, cross-industry and retail. Posted: 15 Oct 2009 \| Premiered: Oct 15, 2009 TOPICS: Business Intelligence \| Business Management \| Business Performance Management \| Business Process Automation \| Business Process Management \| Business Processes \| Business Systems \| SOA

Dynamic Case Management: A Foundation for Agile Enterprise Business Applications sponsored by Pegasystems VIDEO: The dynamic case management approach is helping companies achieve significant, competitive results. In this webinar, learn how your company can also achieve better service outcomes with dynamic case management. Posted: 05 May 2011 \| Premiered: 02 May 2011 TOPICS: Application Development \| Business Intelligence \| Business Performance Management \| Business Process Management \| Business Processes \| Business Systems

Faxing out of SAP Without Software, Hardware, or Risk sponsored by Esker Inc. WEBCAST: This webinar takes a look at on-demand faxing-as-a-service that's fully integrated with SAP solutions. Learn how this solution allows you to automate faxing of documents directly from SAP applications through a service hosted by Esker. You will learn the many values of this solution. Posted: 11 Jan 2010 \| Premiered: Sep 1, 2009 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| Business Processes \| Data Centers \| Fax Services \| Software as a Service

Getting Mobile - Developing Your Mobility Plan sponsored by BlackBerry WEBCAST: This webcast will cover how to work with business groups to gather requirements, identify needs and select the most valuable approach to a wireless application. Posted: 01 Aug 2007 \| Premiered: Aug 16, 2007, 13:00 EDT (17:00 GMT) TOPICS: Application Performance Management \| Business Processes \| Handheld Device Security \| Handheld Devices \| Mobile Device Management \| Mobile Workers \| Smart Phones \| Wireless Computing

Grow Your Business with Microsoft Dynamics CRM sponsored by Microsoft WEBCAST: View this webcast to see how that Microsoft Dynamics CRM 4.0 gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post sales. Posted: 09 Sep 2009 \| Premiered: Sep 9, 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Service \| Lead Management \| Sales \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

Help! The Applications Octopus is Strangling our Business! Is your business strangled by outdated applications and inflexible architectures? sponsored by ASG Software Solutions WEBCAST: This webcast shows insights into enabling businesses to face business challenges by combining business driven information systems and effective application portfolio management. Posted: 03 Nov 2010 \| Premiered: Nov 16, 2010, 11:00 EST (16:00 GMT) TOPICS: Application Portfolio Management \| Architectures \| Business Communications \| Business Process Management \| Business Processes \| Enterprise Architectures \| SOA

How Not to Get Fired: Choose JBoss Enterprise BRMS for Your Mission-Critical Business-Rules Deployment sponsored by Red Hat WEBCAST: Watch this webcast now to get an overview of the JBoss Enterprise BRMS and its key capabilities for tackling demanding process tasks. Posted: 20 Jul 2012 \| Premiered: Jul 20, 2012 TOPICS: Business Processes \| JBoss \| Process Control Software \| SOA

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CHURN DEFINITION (continued): … Churn rate is a measure of customer or employee attrition, and is defined as the number of customers who discontinue a service or employees who leave a company during a specified time period divided by the average total number of customers or employees over that same time period. For example, churn rate has been an ongoing concern of telephone and cell phone services in areas where several companies compete and make it easy to transfer from one service to another. Changes in a business' churn rate can provide feedback for a company as it may indicate customer response to service, pricing, competition and so on, as well as the average length of time an individual remains a customer. As such, churn rate is an important business metric. To estimate future churn rates, predictive technology is sometimes applied, in a process known as predictive churn modeling.

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