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Churn

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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.
ChurnWhite Papers (View All Report Types)
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Addressing changing customer behavior
sponsored by IBM
WHITE PAPER: This resource offers valuable insight to help you better understand customer behaviors and improve online customer experiences.
Posted: 13 Nov 2013 | Published: 31 May 2013

IBM

Advanced Case Management - Where Customer Satisfaction and Employee Empowerment Come Together
sponsored by IBM
WHITE PAPER: This exclusive whitepaper covers the importance of case management regardless of your industry.
Posted: 30 Jul 2014 | Published: 06 Dec 2012

IBM

AIIM Market Intelligence Delivering the priorities and opinions of AIIM's 80,000 community
sponsored by K2
WHITE PAPER: To what extent can SharePoint solve all of the content management, records management, and social collaboration needs of the enterprise as a whole? This report looks at the adoption rates and roll-out status for SharePoint as an ECM/DM system, the ongoing issues of user adoption, and overall project success or failure.
Posted: 24 Mar 2014 | Published: 31 Dec 2013

K2

An Integrated Service Desk Saves Dacom Time, Effort and Operational Costs
sponsored by Citrix
WHITE PAPER: This resource tells the story of how Dacom saved time, effort and operational costs with an integrated IT support solution.
Posted: 10 Sep 2014 | Published: 18 Mar 2014

Citrix

Analyst Report: Navigate the Future of Customer Service in 2014
sponsored by Genesys
WHITE PAPER: In the age of the customer, where customers own the relationship they have with companies, delivering customer service in-line with customer expectations becomes a strategic imperative.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

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

ComputerWeekly.com

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: 12 Sep 2013 | Published: 12 Sep 2013

Limelight Networks, Inc.

Are You Looking for a Way to End the Finger Pointing and Improve your Customers’ Experience?
sponsored by CA Technologies.
WHITE PAPER: This white paper explains the benefits of a monitoring solution that equips enterprise IT organizations and service providers with capabilities to dramatically improve service quality and reduce the costs and time of IT service delivery.
Posted: 04 Jun 2014 | Published: 30 Apr 2014

CA Technologies.

Are You Ready For a New Era in B2B Collaboration?
sponsored by IBM
WHITE PAPER: This white paper examines what companies can do to modernize their approach to business-to-business collaboration in response to trends like globalization, consumerization, and mobility.
Posted: 03 Sep 2014 | Published: 31 Mar 2014

IBM

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

CA Technologies.

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

Dell, Inc.

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

Verint Systems

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

Adobe Systems, Inc.

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

IBM

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

SAP America, Inc.

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

SAP America, Inc.

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

Dell, Inc.

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

WebTrends

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

IBM

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


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

Active Endpoints, Inc.

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

Avaya

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

IBM

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

Apriso Corporation

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

Cisco Systems, Inc.
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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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