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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Best Practice Guide to Allocating IT Costs sponsored by Apptio WHITE PAPER: This informative paper offers six best practice strategies for allocating IT costs for technology business management initiatives. Read on to learn more about the prevalent cost allocation methodologies in practice and gain guidance in terms of which one is the best fit in any given context. Posted: 11 Jun 2013 \| Published: 11 Jun 2013 TOPICS: Budgeting \| Business Process Management \| Business Processes

Best Practices in the Call Center: A Customer Touch-Point Methodology sponsored by Oracle Corporation UK Ltd WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Posted: 10 Oct 2012 \| Published: 10 Oct 2012 TOPICS: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Beyond the Balance Sheet: Assessing the Impact of the New Lease Accounting Standard sponsored by IBM WHITE PAPER: This resource highlights the results of an electronic survey that gathered responses from 179 senior executives on how they plan to deal with the changes in lease accounting proposed by FASB and IASB. Additionally, hear from FedEx's Chief Accounting Officer, as he discusses the implications of this change. Posted: 27 Mar 2013 \| Published: 27 Mar 2013 TOPICS: Accounting \| Accounting Industry \| Accounting Software \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Business Processes \| Financial Management \| Financial Services \| Financial Statements \| IT Best Practices \| IT Infrastructure \| IT Management \| Leasing

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

Avoid Overlooking the Growing Fraud Threat When Planning AP Automation sponsored by SAP America, Inc. WHITE PAPER: This paper discusses how automated AP can help reduce a great portion of frauds and schemes with less human "touch points" involved in invoice processing which translates to less chances for dishonest employees to falsify invoice data or otherwise manipulate the AP process for personal gain. Posted: 11 Dec 2009 \| Published: 11 Dec 2009 TOPICS: Accounting (Security) \| Business Process Automation \| Business Process Management \| Business Processes \| Financial Reporting \| Fraud Protection \| Risk Management \| SAP (Product) \| Security Threats

B2B Collaboration: Assessing the ROI of Process Integration Business Value Research Series sponsored by Sterling Commerce Manufacturing Solutions WHITE PAPER: Business and IT leaders are under increasing pressure to improve B2B collaboration and the electronic communication capabilities of their organizations. This report looks at the key drivers for B2B collaboration in both the purchase-to-pay and... Posted: 05 Mar 2008 \| Published: 01 Jul 2006 TOPICS: Collaboration \| Customer Satisfaction \| Customers \| Integration \| Leaders

Banking: Differentiate Through Service Excellence with SAP CRM – Optimizing Customer Satisfaction, Efficiency, and Profit sponsored by SAP America, Inc. WHITE PAPER: Read this paper to learn how SAP for Banking solutions, which encompass the SAP® CRM application, encourage agility and customer centricity in today’s demanding market. By seamlessly connecting front- and back-office tasks, they can provide a superior customer experience and stronger top-line growth. Posted: 02 Sep 2010 \| Published: 02 Sep 2010 TOPICS: Business Process Management \| CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| SAP (Product)

Beating the Browser Wars: How to Win the Battle for Web Performance sponsored by Gomez WHITE PAPER: The war of the browsers is in full swing and we are stuck in the middle. This paper offers practical advice that can help you survive and even prevail in this combative environment. Read this paper to learn everything you need to know about the browser wars and how to survive them. Posted: 03 Aug 2009 \| Published: 03 Aug 2009 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices \| User Experience \| Web 2.0 \| Web Browsers \| Web Development

Becoming Value-driven: Focusing on What Matters Most sponsored by IBM WHITE PAPER: This white paper provides insight into the six key areas essential for becoming a value-driven organization. Discover how to gain the visibility and control essential to meet and exceed customer needs. Posted: 20 Aug 2008 \| Published: 20 Aug 2008 TOPICS: Business Intelligence \| Business Intelligence Software \| Competition \| Cost Benefit Analysis \| Customer Satisfaction \| Market Trends \| Portfolio Management (Finance) \| Product Management \| Project Management \| Regulations \| Revenue Projections

Being Agile in a Non-Agile World sponsored by Ivar Jacobson Consulting WHITE PAPER: This paper discusses how to implement agile thinking in the context of both defined engineering practices and an organizations' Software Development Lifecycle. Posted: 01 Jul 2008 \| Published: 01 Jun 2008 TOPICS: Change Management \| Customer Data Management Software \| Customer Service \| Customer Support Software \| Engineering Services Industry \| Software Development Life-Cycles

Benchmarking in the contact center: Tips for managing what you measure sponsored by Avaya WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. Posted: 24 Oct 2012 \| Published: 31 Dec 2010 TOPICS: Benchmark Testing \| Call Center Management \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Customer Satisfaction \| Customer Service \| Social Networking

Benefits and methods of implementing BPM on System z sponsored by IBM WHITE PAPER: This white paper is intended to inform the reader of what business process management (BPM) is about, the benefits that can be obtained from its implementation, how to place BPM into operation and why IBM WebSphere® Process Server should be deployed on the IBM System z™ mainframe. Posted: 15 Jun 2010 \| Published: 01 Mar 2008 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| Business Process Modeling \| Business Processes \| SOA \| Software Implementation \| Software Selection \| System z \| WebSphere

Best Practices for Automating SAP® Order-to-Cash sponsored by Winshuttle, LLC WHITE PAPER: This white paper describes how SAP® Business Suite customers can use Winshuttle software to automate the Order-to-Cash business process through the user-enabled loading of Excel data. Posted: 04 Dec 2008 \| Published: 04 Dec 2008 TOPICS: Best Practices \| Business Processes \| Data Entry \| Data Integration \| Data Synchronization \| ERP \| SAP (Product) \| SOA \| Software Selection

Best Practices for Endpoint Data Loss Prevention sponsored by Symantec Corporation WHITE PAPER: Find out the best practices for planning for and deploying an endpoint DLP tool in your corporation. The technology overview section of this document provides a closer look on how DLP works with other existing technologies and how best to integrate DLP in your environment. Posted: 24 Sep 2008 \| Published: 24 Sep 2008 TOPICS: Best Practices \| Business Processes \| Data Management \| Database Security \| Mobile Workers \| Reporting Software \| Server Management \| Storage Virtualization \| Workflow Software

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

Best Practices in Complex Equipment Manufacturing, Sales, and Service sponsored by SAP America, Inc. WHITE PAPER: This paper gives a brief overview of the SAP® solutions used by manufacturers of complex products and equipment to differentiate themselves from the competition through superior-value products and services against low-cost global providers. Posted: 26 Jan 2009 \| Published: 23 Jan 2009 TOPICS: Customer Service \| ERP \| Inventory Management \| Manufacturing \| Manufacturing Software \| Process Manufacturing Industry \| SAP (Product) \| Supply Chain Management

Best Practices in Contract Management: How to Shrink Your Sales Cycle through Smart Contract Management sponsored by SpringCM WHITE PAPER: This white paper discusses the seven best practices in contract management. It's time for you to think about how to manage your contracts more effectively, close more deals, and get more cash. Learn how in this paper. Posted: 16 Apr 2008 \| Published: 11 Oct 2010 TOPICS: Best Practices \| Contract Management \| Contract Management Software \| CRM \| Customer Service \| ROI \| SMB \| Software

Best Practices in Creating a Strategic Finance Function sponsored by SAP America, Inc. WHITE PAPER: the following article will share the results of SAP research as well as APQC's Open Standards Benchmarking Collaborative (OSBC) research. The OSBC research is the first global set of common standards for business processes and data, giving organizations an independent, authoritative resource for evaluating and improving business practices. Posted: 26 Jan 2009 \| Published: 23 Jan 2009 TOPICS: Accounting \| Benchmark Testing \| Best Practices \| Business Processes \| Financial Services Industry \| Fixed Assets \| Performance Testing \| Regulatory Compliance \| Risk Management \| SAP (Product)

Best Practices White Paper: Implementing Process Modeling from Scratch - Untying the Gordian Knot sponsored by EMC Corporation WHITE PAPER: The complexity of operational processes can be a significant obstacle to any effort for improvement through modeling and analysis. Access this white paper for 3 principles that can be used to simplify management strategies and arrive at models that will provide you with a better understanding of your business. Posted: 09 May 2011 \| Published: 09 May 2011 TOPICS: Business Management \| Business Models \| Business Performance Management \| Business Process Management \| Business Process Modeling \| Business Processes \| Data Management \| Information Management

Better Healthcare Starts with Better Information sponsored by Dell, Inc. WHITE PAPER: This white paper examines Dell's holistic solutions, bringing together implementation services, process improvement consulting and customized IT technology so caregivers have better information for better patient care. Posted: 20 Jun 2012 \| Published: 20 Jun 2012 TOPICS: Business Intelligence \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Health Care Compliance \| Health Care Industry \| Medical Practice Management \| Medical Records Management

Beyond Converged Networks: Driving User Productivity through Unified Communications and Collaboration sponsored by IBM WHITE PAPER: Read this whitepaper to understand how to provide users with a single, integrated experience across business applications and communications and collaboration tools. Posted: 29 May 2008 \| Published: 01 Apr 2008 TOPICS: Collaboration \| Converged Networks \| Customer Service \| Messaging Protocols \| Messaging Software \| Productivity \| VoIP

Beyond Disaster Recovery: Becoming a Resilient Business sponsored by IBM WHITE PAPER: In this white paper, you'll learn how to determine risks, calculate impact, evaluate your current structure's response and test overall resiliency. Posted: 27 Oct 2008 \| Published: 27 Oct 2008 TOPICS: Business Processes \| CRM \| Disaster Planning \| Disaster Recovery \| ERP \| High Availability \| Risk Management

Beyond Disaster Recovery: Becoming a Resilient Business Organization sponsored by IBM Software Group WHITE PAPER: Discover how to combine several risk management strategies into a single integrated one, making your infrastructure able to respond to the threat of disaster. Posted: 05 Dec 2007 \| Published: 01 Jan 2007 TOPICS: Business Processes \| Change Management \| Disaster Recovery \| Electronic Discovery \| Risk Management

Beyond Search: Improve Insight and Decisions by Unifying Information sponsored by Attivio, Inc. WHITE PAPER: This paper explores the legacy technologies that influenced the development of both the new generation of search engines and the more powerful unified information access platforms. It also explains the benefits this new approach brings in providing active intelligence on demand and more. Posted: 24 Feb 2010 \| Published: 24 Feb 2010 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Performance Management \| Business Performance Management Software \| Business Process Management \| Business Process Management Software \| Business Processes \| CRM \| Dashboards \| Data Warehouses \| Open Source \| Search Engine Optimization \| Search Engines \| TCO

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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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