Churn White Papers ( Churning, Customer Churning, Carrier Switches (Churn) ) Software Downloads, Definition and Webcasts

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May 23, 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 Reports
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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

Beyond Work-Life Balance sponsored by Hewlett-Packard Company WHITE PAPER: This white paper takes an uncommon look at how – thanks to mobile and cloud technologies – the world of work is changing and why. Specifically, it focuses on ways IT leaders can be proactive about building a work environment that's ready for the future. Posted: 02 Apr 2013 \| Published: 12 Nov 2012 TOPICS: Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Business Structures \| Cloud Computing \| Cloud Management \| IT Asset Management \| IT Best Practices \| IT Industry \| IT Infrastructure \| IT Management \| IT Workforce \| Leadership \| Mobile Device Management \| Mobile Workers \| Work Environment \| Workforce Planning

Big Data Analysis: 5 Key Questions for CIOs sponsored by CommVault Systems, Inc. EGUIDE: This e-guide presents five questions every CIO should consider before they tackle any large-scale data processing initiative. Inside, discover how you can equip yourself with the necessary tools to analyze large-scale data sets to gain a competitive edge in today's dynamic business environment. Posted: 15 Nov 2012 \| Published: 15 Nov 2012 TOPICS: Business Intelligence \| Business IT Alignment \| Business of Information Technology \| CIOs \| Data Analytics \| Data Collection \| Data Management \| Data Mining \| IT Asset Management \| IT Management

Boost IT Visibility & Value with Service Catalog sponsored by ServiceNow WHITE PAPER: "Many CIOs are being pressured to demonstrate IT value. A service catalog can help you promote your services in a way the business can easily understand. It will become your service management foundation that can boost IT visibility and constantly demonstrate IT value to the business." Posted: 20 Nov 2012 \| Published: 20 Nov 2012 TOPICS: Business Architectures \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Management \| Business Service Management \| CIOs \| IT Asset Management \| IT Best Practices \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services \| IT Systems

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 for streamlining financial processes and reporting in SAP environments sponsored by Dolphin EBOOK: In this e-book, get expert advice and ideas on how to improve critical financial processes such as order-to-cash, controlling, general ledger, accounts receivable and financial reporting. Posted: 12 Oct 2011 \| Published: 12 Oct 2011 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| Business Processes \| ERP \| Financial Reporting \| Financial reporting software \| SAP (Product)

Best practices for web experience management sponsored by OpenText EGUIDE: In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices

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

Beyond the Crossroads: How Business-Savvy CIOs Enable Top-Performing Enterprises and How Top-Performing Enterprises Leverage Business-Savvy CIOs sponsored by IBM WHITE PAPER: According to industry leaders and pundits in 2006, the role of the CIO was at a crossroads. Read the white paper to see how CIOs are beginning to seize this opportunity to play increasingly impactful strategic roles within their enterprise, and how IBM research can provide CIOs with the skills necessary to become a Business-Savvy CIO. Posted: 26 Aug 2010 \| Published: 19 Aug 2010 TOPICS: Business Management \| Business Performance Management \| Business Performance Management Software \| Business Processes \| CIOs \| Enterprise Resource Management \| Enterprise Systems

Big Data Analysis: 5 Key Questions for CIOs sponsored by CommVault Systems, Inc. EGUIDE: This exclusive e-guide presents five questions every CIO should consider before they tackle any large-scale data processing initiative. Inside, discover how you can equip yourself with the necessary tools to analyze large-scale data sets to gain a competitive edge in today’s dynamic business environment. Posted: 25 Jan 2013 \| Published: 16 Jan 2013 TOPICS: Business Intelligence \| Business IT Alignment \| Business of Information Technology \| CIOs \| Data Analytics \| Data Collection \| Data Management \| Data Mining \| IT Asset Management \| IT Management

Blackberry Solution Increases Customer Service for Corporate Real Estate Company sponsored by BlackBerry CASE STUDY: J.J. Barnicke's sales people needed instant access to corporate property information to better serve clients and speed up sales cycles. They also needed wireless access to CRM data This case study explains how J.J. Barnicke is using BlackBerry and the sales force solution to access CRM information about clients. Posted: 26 Feb 2009 \| Published: 26 Feb 2009 TOPICS: Customer Service \| eBusiness \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers \| Remote Computing \| Sales Force Automation

BLS Telecom Improves Customer Support Management with Sugar Professional sponsored by SugarCRM Inc. CASE STUDY: This case study discusses how in order to fight delayed resolutions of customer support issues, inefficient workflow management and decentralized data, BLS Telecom switched to Sugar Professional. Continue reading to learn how, with Sugar Professional, BLS telecom improved customer support management. Posted: 08 Nov 2010 \| Published: 08 Nov 2010 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Data Management

Boost Your Image: Master the Three Stages of Video Conferencing Success sponsored by Citrix Online Go To Meeting WHITE PAPER: This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session. Posted: 13 Jan 2012 \| Published: 13 Jan 2012 TOPICS: CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Videoconferences

Borderless Network Access sponsored by Cisco Systems, Inc. WHITE PAPER: Borderless Networks, a Cisco® next-generation architecture for agile delivery of services and applications, delivers a new workspace experience, connecting anyone, anywhere, using any device, to any resource: securely, reliably, and seamlessly. Read this paper to learn more about the Cisco Borderless Networks architecture. Posted: 23 Mar 2010 \| Published: 23 Mar 2010 TOPICS: Application Performance Management \| Collaboration \| Customer Service \| Network Architectures \| Network Design \| Network Infrastructure \| Network Management \| Network Performance \| Network Security \| Networking \| Networking Hardware

Bowen & Groves Honored in Fifth Annual International Business Awards(SM) sponsored by Bowen & Groves PRESS RELEASE: Bowen & Groves the developer of M1 by B&G™ a leading Manufacturing ERP System has earned a Certificate of Finalist Recognition for Best Support Organization and Best Product Development Department in the 2008 International Business Awards. Posted: 16 Sep 2008 \| Published: 22 Jul 2008 TOPICS: Best Practices \| Business Process Management \| Business Service Management \| Customer Service \| ERP \| Manufacturing \| Production Drawings

BPM Adoption Patterns & Practices in Industry sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn how organizations in the financial services, communications, utilities, and retail industries are adopting business process management (BPM) software and using best practices to address their pertinent process challenges to deliver relevant business value. Posted: 07 Sep 2012 \| Premiered: Sep 7, 2012 TOPICS: Business Process Management \| Business Process Management Software \| Business Processes \| Financial Services Industry \| Oracle (Product) \| Retail Trade Industry \| SOA \| Utilities Industry

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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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