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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A Comprehensive, Integrated Approach to Cash Flow Management in SAP® Applications sponsored by Dolphin WHITE PAPER: Many businesses overlook cash flow management as a strategic asset - but this could be a huge mistake. In this resource, learn how you can optimize Accounts Payable, Accounts Receivable, Order Management, and other document-based business processes for a comprehensive, integrated approach. Posted: 20 May 2013 \| Published: 20 May 2013 TOPICS: Accounting \| Business Process Management \| Business Processes \| Cash Flow \| Financial Management \| Order Management Systems \| SAP (Product)

A Leader in Forrester's Smart Process Applications Wave sponsored by Kofax, Inc. WHITE PAPER: This evaluation from Forrester looks at both the current capabilities of vendors to support cases and their potential to support projects and operations. Read now for an in-depth smart process application evaluation so you can make a more informed decision. Posted: 16 May 2013 \| Published: 16 May 2013 TOPICS: Business Development \| Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Performance Management \| Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| CIOs

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement sponsored by SAP America, Inc. WHITE PAPER: Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

Achieve Your Vision for Growth: Credit Services for EMEA sponsored by Hewlett-Packard Company WHITE PAPER: This resource describes how the right financial service partner can help you reduce costs, manage credit risk, decrease capital expenditure, and more. See if an outsourcing strategy meets your business needs by reading on to learn more now. Posted: 28 Mar 2013 \| Published: 31 Aug 2010 TOPICS: Accounting \| Business Management \| Business Process Management \| Business Process Outsourcing \| Business Processes \| Financial Management \| Financial Service Providers \| Financial Services \| Financial Services Industry \| Outsourcing \| Risk Management

Achieving Success with a Flexible Workplace sponsored by IBM WHITE PAPER: This white paper demonstrates how flexible work environments can enhance productivity, spur innovation and reduce costs. Read now to learn how forward thinking IT leaders have already overcome the challenges associated with flexible working initiatives. Posted: 02 Aug 2012 \| Published: 02 Aug 2012 TOPICS: Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| IT Best Practices \| IT Infrastructure \| IT Management \| Mobile Workers \| Security \| Security Architectures \| Security Best Practices \| Security Infrastructure \| Security Management \| Security Threats \| Work Environment \| Workforce Planning

Adapting Case Management for Technology Megatrends sponsored by OpenText WHITE PAPER: This white paper explores the role and interplay of adaptive case management within today's most critical emerging information management trends. Read on for essential information to learn how you can implement successful business process and case management initiatives in the face of the hottest tech trends. Posted: 18 Apr 2013 \| Published: 31 Dec 2012 TOPICS: Business Process Management \| Business Processes \| Data Management \| Enterprise Content Management \| Enterprise Resource Management

A FIRST LOOK AT ORACLE BPM SUITE 11G sponsored by Oracle Corporation WHITE PAPER: Read this white paper to explore the advanced features and capabilities offered in Oracle's BPM Suite 11g and discover the advantages it can offer your organization. Posted: 03 Jul 2012 \| Published: 25 Jun 2012 TOPICS: Business Process Automation \| Business Process Management \| Business Process Modeling \| Business Processes \| IT Management \| IT Service Management \| SOA

A New Model for Healthcare Transformation sponsored by Dell, Inc. WHITE PAPER: This paper provides an overview of the major issues that are driving support for care transformation. More importantly, it outlines an approach for achieving value from the IT investments made by health care organizations in support of transformation initiatives. Posted: 20 Jun 2012 \| Published: 20 Jun 2012 TOPICS: Business IT Alignment \| Business Management \| Business of Information Technology \| Business Performance Management \| Health Care Compliance \| Health Care Industry \| Health Care Networking \| Medical Practice Management \| Medical Records Management

A Premium on Efficiency: Midsize Manufacturers Confront the Obstacles to Growth sponsored by SAP America, Inc. WHITE PAPER: How do best-in-class midsize manufacturers continue to grow in a tough economy? This research report, conducted by EIU, outlines measures manufacturers implement to continue expanding even while coping with the strains of softening demand in key markets, rising input costs, and downward pressure on prices. Posted: 07 Aug 2009 \| Published: 07 Aug 2009 TOPICS: Agile Manufacturing \| Best Practices \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Manufacturing Industry \| Risk Assessment \| Risk Management \| SMBs \| Supply Chain Management

A Silver Lining for Communications, Media, and Entertainment Companies sponsored by Infor CRM WHITE PAPER: This paper discusses how a cross-channel approach can help CME companies increase customer retention and loyalty, streamline marketing processes, and overcome the numerous technical, organizational, and logistical barriers to an effective multichannel environment. Posted: 03 Apr 2010 \| Published: 02 Apr 2010 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Marketing

A smarter approach to CRM: An IBM perspective sponsored by IBM WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers' terms. Posted: 05 Jul 2012 \| Published: 15 Feb 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Management \| Data Mining \| Data Quality \| Data Security \| Information Management

Accelerate Innovation & Productivity with Rapid Prototyping and Development: Model New Ideas, Land More Business, and Control Costs sponsored by Attivio, Inc. WHITE PAPER: This paper discusses how a new generation of platforms in the application stack is designed to both deliver a specific layer of functionality and enable rapid prototyping, allowing development teams to focus their efforts on the value they add and gain time for more innovation. Posted: 24 Feb 2010 \| Published: 24 Feb 2010 TOPICS: Application Development \| Application Development and Integration Services \| Application Performance Management \| Application Programming Interfaces \| Applications Management \| Business Intelligence \| Business Intelligence Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Dashboards \| Data Warehouses \| Rapid Application Development \| SOA

Accelerate Performance in Human Resources sponsored by SAP America, Inc. WHITE PAPER: This white paper addresses HR challenges and metrics solutions for improving operations. Posted: 02 Feb 2012 \| Published: 27 Jan 2012 TOPICS: Business Performance Management \| Business Processes \| Human Resources Management \| Human Resources Software \| Metrics

Accelerate ROI for Business Process Management with IBM Solutions Designed for Rapid Deployment sponsored by IBM WHITE PAPER: With IBM products, services and programs, businesses can develop business process management solutions to support their business priorities and objectives, both now and in the years ahead. Read this paper to learn how. Posted: 02 Jul 2010 \| Published: 15 Jan 2010 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| Business Processes \| ROI \| SOA

Accounts Payable Automation in SAP - An Investment in the Future sponsored by ReadSoft WHITE PAPER: Read this paper to learn how document process automation can speed up accounts payable processes, add to the company’s bottom line by cutting costs, reduce cycle times, and allow for faster financial statements and fewer late payment fees. Posted: 20 Aug 2009 \| Published: 19 Aug 2009 TOPICS: Business Process Automation \| Business Process Management \| Business Processes \| Document Management \| ERP \| Financial Management \| Financial Systems \| Financing \| Information Management \| Oracle (Product) \| SAP (Product)

Achieve Eco-sustainable Innovation While Driving Profitable Growth sponsored by Alcatel-Lucent WHITE PAPER: Alcatel-Lucent's innovation engine explores new ideas and opportunities to address environmental concerns while solving business problems. Posted: 02 Oct 2008 \| Published: 02 Oct 2008 TOPICS: Business Processes \| Communications Networks \| Data Centers \| GSM \| Systems Management \| VoIP

Achieving Agility: The Role of the Case Management Platform sponsored by Singularity WHITE PAPER: Most large corporations are at risk of capture by inertia - the force that holds back progress as organizations grow. But there’s an effective weapon against inertia for organizations determined to be on top of their game: agility. Agility is a key attribute of successful organizations and is a top priority on most management teams’ agendas. Posted: 15 Mar 2011 \| Published: 15 Mar 2011 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Decision Support Systems \| Enterprise Content Management \| Enterprise Content Management Software \| Enterprise Information Management (EIM)

Achieving Profitable Growth through Exceptional Customer Experience sponsored by CA Technologies. WHITE PAPER: In this whitepaper, Datamonitor focuses on nine key steps that can - and should - be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives. Posted: 07 Nov 2008 \| Published: 07 Nov 2008 TOPICS: Authorization \| Capacity Planning \| Customer Data Management \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Knowledge Management \| SMBs \| VPN

Achieving Value in Healthcare Through Efficiency and Effectiveness sponsored by Dell, Inc. WHITE PAPER: this white paper demonstrates how, by reforming health care delivery, implementing appropriate technology, and reshaping the medical establishment which supports efficiency and effectiveness, America can provide the best value in health care services for its citizens. Posted: 20 Jun 2012 \| Published: 20 Jun 2012 TOPICS: Business Architectures \| Business Development \| Business Intelligence \| Business IT Alignment \| Business of Information Technology \| Business Process Management \| Business Processes \| Health Care Industry \| Health Care Networking \| Medical Practice Management

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics sponsored by Verint Systems WHITE PAPER: As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. Posted: 03 Apr 2008 \| Published: 01 Apr 2008 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Centers \| Customer Experience \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Enterprise \| Training

Adobe Solutions for eLearning: Transforming Customer Service in the Telecommunications Industry sponsored by Adobe Systems, Inc. WHITE PAPER: Adobe eLearning solutions enable enterprises to deploy rapid, real-time training for CSRs while helping them correlate training effectiveness with business results. Posted: 12 Nov 2008 \| Published: 12 Nov 2008 TOPICS: Best Practices \| Business Intelligence \| Customer Service \| eLearning \| Telecommunications Industry \| Training and Educational Services

Advanced Case Management for Smarter Government sponsored by IBM WHITE PAPER: Case management is an area in which many government agencies can benefit by using new tools and approaches. By reading this White Paper, learn how to unify information, processes and people to provide better, faster services and programs. Posted: 20 Aug 2010 \| Published: 20 Aug 2010 TOPICS: Business Process Management \| Business Processes \| Collaboration \| Customer Satisfaction \| Customer Service \| Governments \| Management Service Providers \| Risk Management

Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service sponsored by SAP America, Inc. WHITE PAPER: Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support your AMI implementation. Posted: 04 Feb 2008 \| Published: 01 Jan 2006 TOPICS: Customer Service \| Data Management \| IT Infrastructure \| SAP NetWeaver \| Web Services

Advancing Enterprise Mobility to Improve Sales and Service sponsored by SAP America, Inc. WHITE PAPER: Explore the latest thinking on use of mobile technology to deliver business value by enabling sales and service processes – and transform processes across the enterprise. Business software vendors can best support their customers by collaborating with strategic partners to co-innovate and foster a mobile ecosystem. Posted: 24 Mar 2011 \| Published: 24 Mar 2011 TOPICS: Collaboration \| CRM Software \| Customer Service \| Enterprise \| Mobile CRM \| ROI \| Sales \| SAP (Product)

Advancing Healthcare through the Application of Predictive Knowledge Management sponsored by Dell, Inc. WHITE PAPER: This white paper examines how the health care industry can proactively support patient-focused care through the use of technology services that enable predictive analysis. Posted: 20 Jun 2012 \| Published: 20 Jun 2012 TOPICS: Analytic Applications Software \| Business Intelligence \| Business IT Alignment \| Business Management \| Business of Information Technology \| Data Analytics \| Health Care Industry \| Medical Practice Management \| Predictive Analytics \| Predictive Analytics Software \| Predictive Performance Management

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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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