Churn White Papers

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May 21, 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 White Papers (View All Report Types)
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10 Tech Skills Heading the Way of the Dinosaur - 2013 Edition sponsored by Global Knowledge WHITE PAPER: There are many articles devoted to what is hot in the IT industry, so we won't rehash them here. Instead, we will focus on skills that are going away. If these skills are all you have, soon you may be in an unemployment line. If these skills are the most recent ones you have, NOW is the time to update your skill set and prepare for the future. Posted: 08 May 2013 \| Published: 08 May 2013 TOPICS: Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Business Processes \| IT Asset Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services

12 Advantages of Agile Software Development sponsored by Global Knowledge WHITE PAPER: This paper examines 12 ways in which the Agile methods are valuable. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Customer Interaction Services \| Customer Satisfaction \| Project Management \| Project Management Software \| Software Development Life-Cycles \| Software Development Methodologies \| Software Project Management \| Software Quality Assurance

30 Business Practices for Remaining Competitive in a changing Economy sponsored by Citrix Online Go To Meeting WHITE PAPER: This Focus Research eBook explores 30 best practices designed to help you weather the storm and successfully navigate an unsteady economy. Posted: 01 Apr 2013 \| Published: 01 Apr 2013 TOPICS: Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Business Processes \| IT Best Practices \| IT Departments \| IT Infrastructure \| IT Management

5 Ways to Optimize Your Workforce sponsored by Aspect WHITE PAPER: You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service. Posted: 14 Dec 2012 \| Published: 14 Dec 2012 TOPICS: Contact Center Management \| Contact Center Workforce Management \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Unified Messaging \| Workforce Planning

A C-suite guide: How to create smarter buildings and achieve sustainability sponsored by IBM WHITE PAPER: Buildings account for 49 percent of the total US energy consumption. This white paper demonstrates how IT leaders can better manage their energy and environmental programs while centrally managing the lifecycle of their facilities. Posted: 27 Mar 2013 \| Published: 27 Mar 2013 TOPICS: Business IT Alignment \| Business Management \| Business Models \| Business of Information Technology \| Business Process Management \| CIOs \| Energy Efficiency \| Energy Industries \| Environmental Compliance \| Environmental Industry \| Environmental Law \| Environmental Standards \| Green Data Center \| Green Storage

Achieving Measurable Gains by Automating Claims Processing sponsored by Kofax, Inc. WHITE PAPER: This white paper identifies seven levels of claims automation and provides a roadmap that can be followed to enhance claims processing for insurance companies worldwide. Posted: 01 Apr 2010 \| Published: 31 Mar 2010 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| CRM Best Practices \| CRM Software \| Customer Satisfaction \| Customer Service \| Dashboards \| Data Management \| Workflow Software

10 Best Practices for Reducing the Stress of IT Audits sponsored by Quest Software, now a part of Dell WHITE PAPER: This paper presents 10 best practices that can greatly reduce or even eliminate the angst so commonly associated with IT audits. Posted: 20 Oct 2008 \| Published: 17 Oct 2008 TOPICS: Best Practices \| Business Processes \| Change Management \| Internal Controls \| IT Auditing \| Software \| Storage Devices

10 Places SAP Customers Can Reduce Data Management Costs sponsored by Winshuttle, LLC WHITE PAPER: This white paper highlights 10 key places SAP customers can reduce IT operational costs, with a focus on trimming support and data entry costs by automating data entry. Posted: 03 Dec 2008 \| Published: 03 Dec 2008 TOPICS: Business IT Alignment \| Business Processes \| Data Integration \| Data Management \| ERP \| IT Spending \| SAP (Product)

10 Steps to Safeguard Small Business Data sponsored by i365, makers of Evault WHITE PAPER: What should you do to protect your data if your resources are limited? This paper describes ten steps to safeguard business data. Posted: 16 Oct 2008 \| Published: 16 Oct 2008 TOPICS: Backups \| Customer Service \| Data Management \| Databases \| Disaster Recovery \| ERP \| Outsourcing \| Sales \| SMBs

11 Habits for Highly Successful BPM Programs: Proven Steps for Getting Started with Process Improvement sponsored by IBM WHITE PAPER: Read this paper for an outline of the steps an organization needs to take to achieve enterprise-wide business process management success. Posted: 15 Dec 2010 \| Published: 15 Dec 2010 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Process Modeling \| Business Processes \| Collaboration \| Project Management \| SOA

12 Tips to Assess Online Retail Readiness for the Holidays sponsored by Gomez WHITE PAPER: Overall Web performance - including availability, responsiveness and consistency - can have a huge impact on an online retailer's revenues, brand and customer satisfaction. Read this whitepaper to learn 12 tips to assess online retail readiness for the upcoming holiday season. Posted: 15 Sep 2009 \| Published: 14 Sep 2009 TOPICS: CRM Best Practices \| Customer Retention \| Customer Satisfaction \| High Availability \| Online Advertising \| Online Payments \| Online Shopping \| Retail Channels \| Web Site Administration \| Web Site Monitoring

15-Minute Guide to Increasing Customer Loyalty: An Introduction to Enterprise Feedback Management (EFM) sponsored by MarketTools, Inc. WHITE PAPER: What is the relationship between a loyal customer and a profitable enterprise and what role can feedback play in improving loyalty? Organizations with fiercely loyal customers take the time to listen to feedback and integrate it into decision making. EFM solutions provide the tools needed help businesses transform feedback into business results. Posted: 26 Jan 2011 \| Published: 26 Jan 2011 TOPICS: Business Process Management \| CRM Analytics \| CRM Services \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Revenue Projections

2008 ERP in the Mid-Market sponsored by Sage North America WHITE PAPER: This report explores feedback from over 500 mid-size companies, and aims to serve as a roadmap to those that desire to reduce costs, and improving accuracy and delivery performance. Posted: 13 Jan 2009 \| Published: 13 Jan 2009 TOPICS: Business Processes \| Collaboration \| Customer Service \| ERP \| Inventory Management \| Regulatory Compliance

4 Steps to Transforming Your Customer Relationships Using Mobile sponsored by Appcelerator WHITE PAPER: Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility. Posted: 15 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM

5 Best Practices for Telling Great Stories with Data sponsored by Tableau Software WHITE PAPER: Data doesn't have to be only fact driven and metric. Learn these five best practices to help you make sense and order out of a disparate collection of facts. Posted: 20 Feb 2008 \| Published: 01 Feb 2008 TOPICS: Best Practices \| CRM Analytics \| Customer Satisfaction \| Data Management \| Data Visualization \| Data Visualization Software \| Market Trends \| Real-time Analytical Software \| Social Networking

5 Steps toward Disaster Preparedness sponsored by Cisco Systems, Inc. WHITE PAPER: For small and medium-sized businesses (SMBs), the impacts of a disaster can result in loss of or lack of access to data, applications, and work facilities. This paper explains five key steps to consider when implementing a program for your company. Posted: 25 Sep 2008 \| Published: 25 Sep 2008 TOPICS: Application Security \| Business Continuity Planning \| Business Processes \| Data Security \| Data Storage \| Disaster Planning \| Disaster Recovery \| SMBs

5 Ways ERP Can Help You Implement Lean sponsored by Epicor Software Corporation WHITE PAPER: Improve productivity and customer service with a lean approach to manufacturing. Read this white paper to learn how ERP works with lean to identify value and non-value components with your SAP system to give you a competitive edge. Posted: 25 Apr 2007 \| Published: 01 Apr 2007 TOPICS: Business Intelligence \| CRM \| Customer Service \| Distribution Centers \| ERP \| ERP Software \| Just-In-Time \| Manufacturing Industry \| Manufacturing Software \| Supplier Relationship Management \| Supply Chains \| Warehouse Management

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace sponsored by Aspect WHITE PAPER: This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. Posted: 11 Aug 2011 \| Published: 11 Aug 2011 TOPICS: Communications Systems \| Contact Center Workforce Management \| CRM \| CRM Best Practices \| Customer Retention \| Customer Satisfaction \| Workforce Management Software

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know sponsored by eGain Communications Corp. WHITE PAPER: This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. Posted: 17 Feb 2010 \| Published: 17 Feb 2010 TOPICS: Business Process Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Knowledge Management

7 Habits of Highly Effective Contact Centers and Help Desks sponsored by eGain Communications Corp. WHITE PAPER: In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. Posted: 17 Feb 2010 \| Published: 17 Feb 2010 TOPICS: Business Process Management \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desks \| Knowledge Management

8 Traits of IT-Friendly Contact Center and Web Customer Service Software sponsored by eGain Communications Corp. WHITE PAPER: In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment. Posted: 07 May 2010 \| Published: 06 May 2010 TOPICS: Architectures \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Knowledge Management

9 Critical Capabilities to Demand From Your IVR Cloud Hosting Provider sponsored by Voxeo WHITE PAPER: This brief white paper covers 9 critical capabilities to demand from your interactive voice response (IVR) cloud hosting provider. Posted: 13 Mar 2012 \| Published: 13 Mar 2012 TOPICS: Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| IVR \| Voice Communications Software

9 Steps to Building a Business Case for B2B Integration sponsored by IBM WHITE PAPER: Putting together a business case does not rank high on most IT executives’ list of favorite activities. But the ability to put together a compelling case is now more than ever a core competency. This paper explains how you can significantly increase your chances of approval if you follow the nine steps provided within. Posted: 24 Feb 2011 \| Published: 24 Feb 2011 TOPICS: B2B \| B2B Integration \| B2B Integration Software \| Business Process Automation \| Business Process Management \| Business Process Outsourcing \| Business Processes \| EDI \| IT Outsourcing Services

A 360° Approach for Analyzing the Voice of the Customer Across Multiple Communications Channels sponsored by Verint Systems WHITE PAPER: The way you strategize your customer service and interactions is changing thanks to abundance of ways for your customers to reach your business. Read this white paper to learn how to adapt to these changes. Posted: 03 Nov 2011 \| Published: 03 Nov 2011 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| Customer Data Integration \| Customer Retention \| Customer Service \| Customer Service Best Practices \| Web 2.0

A Comprehensive Best Practice Approach to Business Resilience and Risk Mitigation sponsored by IBM WHITE PAPER: This white paper serves as a comprehensive, best-practices approach to business resilience and risk mitigation. Common types of risk and the steps organizations must take to develop an effective risk mitigation strategy are discussed. Posted: 29 May 2008 \| Published: 01 Sep 2007 TOPICS: Best Practices \| Business Processes \| Disaster Recovery \| Enterprise \| Risk Assessment \| Risk Management \| Security Threats \| Vulnerability Assessments

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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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