Churn White Papers

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Jun 19, 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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Case Study: Cincinnati Zoo and Botanical Garden sponsored by IBM WHITE PAPER: This case study details how the Cincinnati Zoo utilized business analytics to gain deeper insight into visitor behaviors and habits – allowing it to transform customer experience while also reducing its reliance on subsidies. Posted: 10 Apr 2013 \| Published: 31 Mar 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Performance Management \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction \| Data Analytics \| Data Mining \| Data Mining Software

Case Study: Delta Global Services sponsored by Intermec WHITE PAPER: Access this case study to discover how they were able to improve efficiency by 10-20% and achieve a better overall reliability and customer service. Find out how they leveraged a handheld computer technology upgrade with better scanning capabilities to provide faster, more accurate customer service operations and better. Posted: 13 Feb 2013 \| Published: 13 Feb 2013 TOPICS: Business Process Management \| Customer Service \| Handheld Device Transport Protocol \| Handheld Devices \| Scanners

Cashing in on Customer Insight sponsored by IBM WHITE PAPER: In today's world, the only way to stand out is by differentiating the experience you offer your customers. Access this exclusive resource to explore how you can improve customer experience by leveraging customer analytics- including predictive analytics, social analytics, business intelligence, and decision management. Posted: 07 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Retention \| Customer Service \| Data Analytics \| Data Mining \| Predictive Analytics \| Web 2.0

Change How Business Intelligence is Managed sponsored by SAP America, Inc. WHITE PAPER: This paper details how SAP in-memory computing can change the way you manage business intelligence (BI) and the value your business can derive from the technology. For IT executives, the paper offers substantial information and business examples about what changes they can look forward to and the effect they'll have on their strategic initiatives. Posted: 02 Aug 2012 \| Published: 02 Aug 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Processes \| Data Analytics \| Real-time Analytics \| SAP (Product)

Business Process Lifecycle Management (BPLM) Enabled SAP Implementation sponsored by Atos Origin WHITE PAPER: In this paper a 20 year veteran in the chemical manufacturing sector provides Best Practices for BPLM enabled SAP implementations. Posted: 04 Nov 2009 \| Published: 04 Nov 2009 TOPICS: Best Practices \| Business Process Automation \| Business Process Management \| Business Processes \| Enterprise Content Management \| Enterprise Resource Management \| ERP \| ERP Software \| SAP (Product)

Business Process Management Solution Implementation Guide sponsored by IBM WHITE PAPER: The BPM Solution Implementation Guide, an IBM® Redpaper™, provides a practical approach to rapid Business Process Management solution delivery. It describes how to analyze, model, and manage processes in the context of a real healthcare scenario. Posted: 09 Dec 2010 \| Published: 09 Dec 2010 TOPICS: Business Process Management \| Business Process Management Software \| Business Processes \| Collaboration \| Dashboards \| Health Care Industry \| SOA \| SOA Governance \| Web 2.0

Business Process-Centric Information Technology: Aligning Business and Technology for High Performance sponsored by Accenture WHITE PAPER: Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance. Posted: 18 Feb 2009 \| Published: 18 Feb 2009 TOPICS: Business Process Management \| Business Processes \| Business Service Management \| Customer Service \| Globalization \| Interoperability

Business rules and decisioning for process experts sponsored by SAP America, Inc. WHITE PAPER: Read this white paper to discover how decisioning can be used as a method for enhancing process orientation to deliver greater value to the business. Continue reading to learn the critical importance of identifying and controlling how the decisions within processes and applications are made. Posted: 01 Aug 2011 \| Published: 01 Aug 2011 TOPICS: Business Intelligence \| Business Process Management \| Business Process Management Software \| Business Process Modeling \| Business Process Reengineering \| Business Processes \| Decision Support Systems \| SAP (Product)

Business rules and decisioning for process experts sponsored by SAP AG WHITE PAPER: Read this white paper to discover how decisioning can be used as a method for enhancing process orientation to deliver greater value to the business. Continue reading to learn the critical importance of identifying and controlling how the decisions within processes and applications are made. Posted: 15 Sep 2011 \| Published: 15 Sep 2011 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| Business Process Modeling \| Business Process Outsourcing \| Business Process Reengineering \| Business Processes \| SAP (Product)

Business Rules and Gap Analysis: Discovery and Management of Business Rules Avoids Business Disruptions sponsored by Micro Focus, Ltd WHITE PAPER: This paper will assess how to locate and account for functionality gaps. It will also illustrate a methodology for realigning applications with business goals. Posted: 04 Dec 2009 \| Published: 23 Nov 2009 TOPICS: Application Portfolio Management \| Business Intelligence \| Business Process Automation \| Business Process Management \| Business Processes \| Business Systems \| ERP \| ERP Software

Business Strategy for Cloud Providers: The Case for Potential Cloud Services Providers sponsored by IBM WHITE PAPER: This paper is focused on helping those who want to emerge aswinners in the new cloud provider marketplace. Read on to learn tips for creating a winning cloud provider business strategy and model. Posted: 21 Sep 2010 \| Published: 29 Sep 2009 TOPICS: Business Models \| Business Processes \| Business Systems \| Cloud Computing \| Collaboration \| Software as a Service

But, Will Customer Measurement Improve Our Profits? sponsored by Mindshare Technologies WHITE PAPER: The purpose of this paper is to outline the basics of the correlation between loyalty and profits and to present the case for continuous customer and employee feedback. Posted: 05 Mar 2008 \| Published: 04 Mar 2008 TOPICS: Customer Satisfaction \| Customer Service Best Practices \| Customers

Buy. Smarter. Redefining commerce in the age of the customer sponsored by IBM WHITE PAPER: Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers. Posted: 18 May 2012 \| Published: 01 May 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Calculating the ROI of a SOA Project sponsored by Wipro Technologies WHITE PAPER: ROI is gaining momentum as many sponsors are finding hard to justify SOA initiatives without ROI and ROI often comes as a bottleneck or a barricade in justifying SOA initiative. Posted: 27 Jun 2008 \| Published: 01 Jan 2007 TOPICS: Business Process Management \| Customer Service \| IVR \| ROI \| SOA

Call Centre Transformation: Turning Customer Experience Into Profits sponsored by SAP AG WHITE PAPER: Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper. Posted: 20 Sep 2010 \| Published: 01 Dec 2007 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

Capturing Data to Multiple Business Processes - what's holding you back? sponsored by Kofax, Inc. WHITE PAPER: This white paper offers a fresh perspective on using data capture. Learn how to compile information in various locations through automated business process management (BPM) strategies to drive multiple processes across multiple enterprise business systems. Posted: 06 Mar 2012 \| Published: 06 Mar 2012 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Content Delivery \| Content Management \| Data Management \| Enterprise Content Management \| Enterprise Content Management Software

Case Management: Combining Knowledge with Process sponsored by Singularity WHITE PAPER: Case Management is critical to the work of many organizations but is often paper-driven and plagued by delay and poor visibility. In this white paper we define case management in more detail and show how a Business Process Management approach with support for knowledge intensive processes provides the most appropriate solution to Case Management. Posted: 16 Mar 2009 \| Published: 16 Mar 2009 TOPICS: Business Intelligence \| Business Process Management \| Customer Data Integration \| Customer Data Management \| Customer Profiles \| Customer Service \| Knowledge Management \| SOA

Case Study: Advanced Scientifics Keeps LifeBlood Flowing sponsored by Made2Manage ERP WHITE PAPER: Find out how a leader in the design and manufacture of disposable medical devices increased revenue, production output and customer satisfaction with their ERP software solution. Posted: 20 Mar 2008 \| Published: 03 Mar 2008 TOPICS: Business Process Management \| Business Processes \| ERP \| ERP Software

CentraSite: An Integrated SOA Registry and Repository sponsored by SoftwareAG Inc., USA WHITE PAPER: Utilizing a combined registry and repository service is an emerging practice for managing the proliferation of services and systems artifacts involved in SOA implementations. Posted: 06 Feb 2009 \| Published: 06 Feb 2009 TOPICS: Business Processes \| Metadata \| SOA \| SOA Governance

Channel Sales Management: New Applications for High-Tech Vendors sponsored by SAP AG WHITE PAPER: Channel management is a pressing issue for high-tech manufacturers that sell through partners. IDC believes that companies that leverage channels partners should begin to integrate channel management into broader corporate infrastructure applications that include the supply chain and potentially PLM applications. Posted: 26 Jan 2009 \| Published: 23 Jan 2009 TOPICS: Best Practices \| Business Processes \| Channel Management \| Customer Satisfaction \| Manufacturing \| Marketing \| Sales

Choosing the Right Enterprise Report-Management System for Your Enterprise, Buyer's Guide: Purchasing Criteria sponsored by IBM WHITE PAPER: Download this buyer's guide to learn what you need from an enterprise report management solution. Posted: 17 Mar 2008 \| Published: 01 Jun 2007 TOPICS: Customer Service \| ERM \| Productivity \| Return On Investment

Cincinnati Zoo improves customer experience and enhances performance sponsored by IBM WHITE PAPER: Learn how one of the world's top-rated zoo uses analytics to create a more satisfying customer experience – while cutting marketing costs, increasing new visits, boosting concession revenues and much more. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management Software \| Customer Profiles \| Customer Service

CIO Perspective: To Be Great at IT, You Must Be Great at BPM sponsored by IBM WHITE PAPER: One of the most popular business motto’s within the past year is "more for less." Organizations want things better, faster, and cheaper. In the IT world this is all too true as well. BPM is the tool that delivers faster, better, and cheaper solutions. Read this paper for an in-depth look into BPM from the perspective of the CIO. Posted: 18 Dec 2009 \| Published: 18 Dec 2009 TOPICS: Business Process Automation \| Business Process Management \| Business Process Modeling \| Business Process Outsourcing \| Business Processes \| CIOs \| Collaboration \| IT Management \| SOA

CIO Perspective: To be great at IT, you must be great at BPM sponsored by IBM WHITE PAPER: Sound business process management (BPM) lies at the heart of IT's ability to respond to the constant mandate to deliver "more for less." Access this resource for a Q&A on BPM with Toby Redshaw, the Group CIO leading a successful BPM program at Aviva plc, the world’s fifth largest insurance group. Posted: 06 Mar 2012 \| Published: 01 Jun 2010 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Process Outsourcing \| Business Processes

CIOs Say: Application Performance is Top Priority, End User is King sponsored by CA Technologies. WHITE PAPER: This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs. Posted: 08 Jun 2011 \| Published: 08 Jun 2011 TOPICS: Application Performance Management \| Business Performance Management \| CIOs \| Cost Benefit Analysis \| Customer Satisfaction \| Performance Testing \| Productivity \| Surveys

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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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