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| Business of Information Technology > Business Processes > Customer Service > Customer Satisfaction > |
Churn
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ALSO CALLED: Churning, Customer Churning, and 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
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Increase First Contact Resolution: The Key to Superior Support
| sponsored by Citrix Online - GotoAssist
WEBCAST:
John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.
Posted: 02 Jul 2008 | Premiered: Available On Demand
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Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services
| sponsored by Citrix Online - GotoAssist
WEBCAST:
View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support.
Posted: 02 Jul 2008 | Premiered: Available On Demand
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Just MASH Marketing: The Customer Reference Mashup
| sponsored by SERENA Software, Inc.
WEBCAST:
Register now to attend this live webinar with Serena, featuring a live demo of our Pre-Built Customer Reference Mashup.
Posted: 01 Jul 2008 | Premiered: Available On Demand
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Mastering Communities: Benefits and Best-practices for Implementing Online Customer Communities
| sponsored by Jive Software
WEBCAST:
In this webcast series, explore best-practices from industry leaders at companies like Intel and Turner Broadcasting/CNN, as they share strategies on how to start, grow, and maximize the benefits of online customer communities.
Posted: 02 Jun 2008 | Premiered: Available On Demand
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SOA as a Catalyst for Transformation
| sponsored by Hewlett-Packard Company
WEBCAST:
Attend this Webcast to learn about application and SOA transformation solutions that address your needs by managing and transforming your entire enterprise to optimize business services and outcomes.
Posted: 08 May 2008 | Premiered: Available On Demand
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Using Real-Time Information to Improve Contact Center Performance
| sponsored by Genesys
PODCAST:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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Eliminate Sales Hassles and Close Deals Faster: Accelerating Contract and Signature Processes
| sponsored by EchoSign
WEBCAST:
Learn how you can speed the contract signature process and eliminate hassles of tracking paper, faxed contracts, change orders and acceptance letters.
Posted: 27 Mar 2008 | Premiered: Available On Demand
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CHURN DEFINITION (continued): … 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, …
Churn definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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