Churn White Papers

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May 24, 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.
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Advancing Your Digital Marketing Strategy with Webtrends Analytics sponsored by WebTrends WHITE PAPER: In the age of social media, web analytics can help you harness data from a variety of channels to construct and implement an effective, integrated marketing strategy. Check out this helpful white paper to learn how you can advance your digital marketing strategy, grow brand loyalty and build revenue through the use of analytics. Posted: 18 Apr 2013 \| Published: 18 Apr 2013 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Marketing \| Social Networking \| Web 2.0 \| Web Analytics \| Web Analytics Software

Agile , Secure, Reliable: World-Class Customer Service in the Cloud sponsored by Oracle Corporation WHITE PAPER: Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business. Posted: 18 Sep 2012 \| Published: 01 Sep 2012 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

An Executive Guide to Video Collaboration sponsored by Avaya WHITE PAPER: Uncover the direct benefits that video collaboration offers and how it can help meet the challenges in today's globally dispersed, mobile workplace. Also learn more about deployment considerations and details of a solution that provides the communications capabilities you're looking for. Posted: 08 Feb 2013 \| Published: 31 Dec 2012 TOPICS: Communications Systems \| Contact Centers \| Customer Service \| Mobile Workers \| Remote Users \| Videoconferences \| Videoconferencing Hardware \| Videoconferencing Services \| Videoconferencing Software \| Videoconferencing Standards \| Videoconferencing Systems

Analyst's take: Microsoft Dynamics CRM boosts customer service and company profits sponsored by ComputerWeekly.com WHITE PAPER: Microsoft Dynamics CRM enables organizations to improve customer service, effectively manage marketing and communications, and increase sales productivity, ultimately driving increased profits and reduced costs. Posted: 21 Oct 2011 \| Published: 11 Feb 2011 TOPICS: Business Communications \| Business Processes \| Business Systems

Architected for Personalization: How Sitecore's coupled architecture enables individualized web experiences sponsored by SiteCore WHITE PAPER: This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success. Posted: 02 May 2013 \| Published: 31 Dec 2012 TOPICS: Contact Management \| Contact Management Software \| Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| Enterprise Content Management \| Enterprise Content Management Software \| Personalization \| Web Content Management

Architecting A Compelling and Engaging Digital Presence sponsored by Limelight Networks, Inc. WHITE PAPER: Creating meaningful relationships with your customers is one of the keys to success. Before the widespread adoption of digital communication, the resources and tools were often limited to sustain and improve these relationships. Consult this white paper to learn more about how digital communication creates new opportunities for businesses. Posted: 21 May 2013 \| Published: 21 May 2013 TOPICS: Content Management \| Content Management Services \| Content Management Software \| Customer Retention \| Customer Satisfaction \| Social Computing \| Social Networking

Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen? sponsored by Aspect WHITE PAPER: Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives. Posted: 23 May 2013 \| Published: 23 May 2013 TOPICS: Call Center Management \| Call Centers \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Mobile Workers \| Social Networking \| Web 2.0

Automating Fax and Email Orders into ERP sponsored by Esker Inc. WHITE PAPER: This white paper offers an overview of key considerations for implementing a strategy to automate fax and email orders (plus EDI, web and other order sources) into your enterprise resource planning (ERP) system. Posted: 18 May 2012 \| Published: 18 May 2012 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Email Management Services \| ERP \| ERP Software \| Fax Services \| Order Management Systems \| Sales Order Management \| Sales Orders \| SAP (Product)

Automating Sales Order Management with SaaS sponsored by Esker Inc. WHITE PAPER: Automated order management software can be expensive and complex to implement. Read this white paper to learn how leveraging SaaS for order processing automation can save you time and money. Posted: 18 May 2012 \| Published: 18 May 2012 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Order Management Systems \| SaaS ERP \| Software as a Service

Agile Decision Services: How IBM ILOG’s Business Rule Management System Helps Organizations Deliver Fast Time to Value for Business and IT sponsored by IBM WHITE PAPER: This paper explores the challenges of trying to deliver quick time-to -value for IT projects and achieve the status of ‘agile enterprise’. It illustrates how IBM® WebSphere® ILOG BRMS can facilitate the alignment of IT with business and support the implementation of an ADS to provide business value within months of project adoption. Posted: 12 Dec 2010 \| Published: 12 Dec 2010 TOPICS: Application Development \| Application Server Hardware \| Application Server Software \| Applications Management \| Applications Management Software \| Business Management \| Business Process Management \| Business Process Management Software \| Business Processes \| WebSphere

Aligning Business and Insurance Technology, 2007 P&C Technology Survey Results sponsored by Fiserv Insurance Solutions WHITE PAPER: In May 2007, Fiserv Insurance Solutions surveyed IT leaders at some of the leading property & casualty insurance carriers in the United States. From our second annual survey we see new trends developing and others that continue because of their... Posted: 25 Apr 2008 \| Published: 01 Jun 2006 TOPICS: Business Management \| Consumers \| Customer Service \| Desktop Management \| Enterprise

Aligning For a More Successful Business and IT Development Paradigm sponsored by Active Endpoints, Inc. WHITE PAPER: This paper examines how the adoption of SOA (Service Oriented Architecture) can significantly improve Business and IT alignment. Posted: 09 Sep 2009 \| Published: 09 Sep 2009 TOPICS: Business IT Alignment \| Business Process Automation \| Business Process Management \| Business Processes \| IT Service Management \| SOA

An Integrated Solution for Context-based Customer Experience Management sponsored by Avaya WHITE PAPER: Moving to a customer experience management approach requires an infrastructure that is open, scalable and capable of bringing together state-of-the art applications, fully preserving customer context. Posted: 10 Jun 2011 \| Published: 10 Jun 2011 TOPICS: Application Integration \| CRM \| CRM Best Practices \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Answers to Top BRMS Questions sponsored by IBM WHITE PAPER: Answers to ten frequently asked questions about what business rule management systems are and how they are used. Posted: 12 Dec 2010 \| Published: 12 Dec 2010 TOPICS: Application Development \| Application Server Hardware \| Application Server Software \| Applications Management \| Business Process Management \| Business Process Management Software \| Business Processes \| CRM \| WebSphere

ARC View In Dynamic Market, Consumer Goods Companies Rely on Manufacturing Operations Management Systems sponsored by Apriso Corporation WHITE PAPER: In this paper, discover a manufacturing operations management (MOM) platform and system has seen proven success in consumer goods companies. Posted: 31 Oct 2011 \| Published: 27 Oct 2011 TOPICS: Business Process Management \| Business Processes \| Enterprise Resource Management \| ERP \| Manufacturing \| Manufacturing Industry \| Manufacturing Systems

Are You Providing Your Customers with the Satisfying Experience That will Keep Them Coming Back? sponsored by Cisco Systems, Inc. WHITE PAPER: In today's tough economic times, businesses face a daunting challenge: do everything possible to attract and retain customers. This paper examines eight strategies for creating a relationship with your customers that will keep them coming back. Posted: 25 Sep 2008 \| Published: 25 Sep 2008 TOPICS: CRM \| Customer Service \| Customer Service Best Practices \| Economic Environment

Are You Ready for Economic Bounce Back? sponsored by Micro Focus, Ltd WHITE PAPER: This paper examines the concept that preparing for economic recovery is not something that can wait; it is something that businesses should plan for now. It will introduce enterprise application migration strategies that can be considered within any organization and also emphasize the importance of forward thinking and planning in down economy. Posted: 27 Oct 2009 \| Published: 27 Oct 2009 TOPICS: CIOs \| Customer Satisfaction \| Data Migration \| Economic Environment \| Enterprise Applications Software \| Linux \| SQL Server \| Systems Management \| TCO \| UNIX \| Windows Server 2003

Asset: Healthcare 2015 and U.S. Health Plans New Roles, New Competencies sponsored by IBM Line of Business WHITE PAPER: The U.S. healthcare system is on an unsustainable path that will force its transformation. Posted: 22 Feb 2008 \| Published: 01 Jan 2007 TOPICS: Customer Service \| Financial Services \| Globalization \| Governments \| Risk Assessment

Assuring Asset Documentation Integrity sponsored by McLaren Software WHITE PAPER: In this whitepaper, we will discuss best practices for assuring the integrity of your asset documentation. Posted: 01 Feb 2008 \| Published: 01 Jul 2007 TOPICS: Audit Trail \| Business Processes \| Documentation \| Regulations \| Security

AT&T Business Continuity Survey: 2008 sponsored by AT&T Corp WHITE PAPER: The goal of this business continuity survey was to learn what these executives were doing about business continuity, and how it figured in their overall IT strategy. Posted: 06 Oct 2008 \| Published: 04 Oct 2008 TOPICS: Backups \| Business Continuity Planning \| Business Processes \| Business Systems \| Disaster Recovery \| Risk Management \| Security

Automated Invoice Processing into Oracle E-Business Suite sponsored by ReadSoft WHITE PAPER: Document automation will add to the company's bottom line, save time, better business processes, and increased control. This paper will demonstrate how to automate the AP process within Oracle E-Business Suite, and what type of investment will need to be made and what kind of benefits can be expected. Posted: 20 Aug 2009 \| Published: 19 Aug 2009 TOPICS: Business Process Automation \| Business Process Management \| Business Processes \| Document Management \| ERP \| Financial Management \| Financial Reporting \| Financial Systems \| Financing \| Information Management \| Oracle (Product) \| SAP (Product)

Automating a Unified Physical Infrastructure sponsored by Panduit WHITE PAPER: Read our fourth newsletter featuring research from Gartner to learn how to support business requirements and customer demands in the datacenter while reducing capital and operational expenses. Posted: 01 Oct 2010 \| Published: 20 Aug 2010 TOPICS: Customer Satisfaction \| Data Center Management \| Data Centers \| Infrastructure Management \| Infrastructure Services \| IT Management

Automating Job Card Generation for Maintenance, Repair and Overhaul sponsored by Enigma, Inc. WHITE PAPER: Manual job card generation processes significantly hamper maintenance efficiency and accuracy for A, B, C, and D checks alike, directly resulting in lost time, errors, and flight delays. Posted: 11 Mar 2008 \| Published: 01 Oct 2007 TOPICS: Aerospace and Defense Industry \| Asset Management (Finance) \| Business Process Automation \| Customer Satisfaction \| Engineering Services Industry \| Equipment Maintenance Management Software \| Maintenance Contracts \| Manufacturing Industry \| OEMs \| Productivity \| Regulatory Compliance

Automating Your Call Center Feedback sponsored by Mindshare Technologies WHITE PAPER: The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations. Posted: 05 Mar 2008 \| Published: 04 Mar 2008 TOPICS: Call Centers \| Contact Centers \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| IVR

Automating Your SOA Center of Excellence sponsored by WebLayers WHITE PAPER: This white paper discusses the steps necessary for implementing an effective SOA Center of Excellence. Explore how to automate and apply the appropriate levels of SOA governance. Posted: 05 May 2008 \| Published: 01 Mar 2008 TOPICS: Business Process Management \| Business Processes \| SOA \| SOA Governance \| Software Development Life-Cycles

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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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