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

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May 20, 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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Case Study: Audi-Volkswagen Middle East Improves Procurement Control sponsored by Kofax, Inc. CASE STUDY: This white paper demonstrates how Audi-Volkswagen Middle East found a user-friendly, easy-to-use BPM system that did not require high levels of technical expertise from in-house staff. The solution they chose was able to meet their "no-coding" requirement while enhancing the performance of their existing IT systems. Posted: 22 Feb 2013 \| Published: 22 Feb 2013 TOPICS: Business Environment \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Automation \| Business Process Management \| Business Processes \| Business Service Management \| Document Management \| Procurement

Case Study: Cincinnati Zoo and Botanical Garden sponsored by IBM WHITE PAPER: This case study details how the Cincinnati Zoo utilized business analytics to gain deeper insight into visitor behaviors and habits – allowing it to transform customer experience while also reducing its reliance on subsidies. Posted: 10 Apr 2013 \| Published: 31 Mar 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Performance Management \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction \| Data Analytics \| Data Mining \| Data Mining Software

Case Study: Coles Group Limited - Retailer streamlines HR delivery and cuts costs sponsored by Hewlett-Packard Limited CASE STUDY: Coles sought out HP's SAP payroll services to simplify and lower costs. Read on to learn more about HP's SAP payroll services. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Business Process Management \| Business Process Outsourcing \| Business Processes \| Human Resources Service Providers \| Human Resources Services \| Payroll Services

Case Study: Delta Global Services sponsored by Intermec WHITE PAPER: Access this case study to discover how they were able to improve efficiency by 10-20% and achieve a better overall reliability and customer service. Find out how they leveraged a handheld computer technology upgrade with better scanning capabilities to provide faster, more accurate customer service operations and better. Posted: 13 Feb 2013 \| Published: 13 Feb 2013 TOPICS: Business Process Management \| Customer Service \| Handheld Device Transport Protocol \| Handheld Devices \| Scanners

Case Study: la Caixa - Bank takes customer and employee support to the next level sponsored by Hewlett-Packard Company CASE STUDY: Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth. Posted: 27 Mar 2013 \| Published: 30 Sep 2009 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| CRM Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Cashing in on Customer Insight sponsored by IBM WHITE PAPER: In today's world, the only way to stand out is by differentiating the experience you offer your customers. Access this exclusive resource to explore how you can improve customer experience by leveraging customer analytics- including predictive analytics, social analytics, business intelligence, and decision management. Posted: 07 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Retention \| Customer Service \| Data Analytics \| Data Mining \| Predictive Analytics \| Web 2.0

Change How Business Intelligence is Managed sponsored by SAP America, Inc. WHITE PAPER: This paper details how SAP in-memory computing can change the way you manage business intelligence (BI) and the value your business can derive from the technology. For IT executives, the paper offers substantial information and business examples about what changes they can look forward to and the effect they'll have on their strategic initiatives. Posted: 02 Aug 2012 \| Published: 02 Aug 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Business Processes \| Data Analytics \| Real-time Analytics \| SAP (Product)

Chico's FAS Delivers with Oracle ATG Commerce sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn how Chico's FAS chose one web commerce application platform to improve its customer experience management (CEM), serve the multi-channel social and mobile shopper, and create real, personalized engagement. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Brand Loyalty \| Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Data Analytics

CIO Decisions e-zine: Big data analytics, the power of personalized data sponsored by SearchCIO.com EZINE: This edition of the CIO Decisions e-zine demonstrates how BI and data analytics are dramatically changing the way businesses interact with their data. Inside, learn how the Obama campaign used "microtargeting" techniques to read the polls and understand how they were changing and evolving during the campaign. Posted: 08 Feb 2013 \| Published: 08 Feb 2013 TOPICS: Analytic Applications Software \| Business Environment \| Business Intelligence \| Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Data Analytics \| IT Best Practices \| IT Infrastructure \| IT Management

Capture Enabled Business Process Management sponsored by Kofax, Inc. BROCHURE: Read this brochure to learn about capture enabled business process management (BPM) strategies that can automatically capture, extract, validate, and classify information regardless of paper, fax, e-mail, SMS, XML, or PDF formats. Posted: 06 Mar 2012 \| Published: 06 Mar 2012 TOPICS: Business Process Automation \| Business Process Management \| Business Process Management Software \| Business Processes \| Content Management \| Content Management Software \| Document Management \| Document Management Software \| Enterprise Content Management \| Enterprise Content Management Software

Capturing Data to Multiple Business Processes - what's holding you back? sponsored by Kofax, Inc. WHITE PAPER: This white paper offers a fresh perspective on using data capture. Learn how to compile information in various locations through automated business process management (BPM) strategies to drive multiple processes across multiple enterprise business systems. Posted: 06 Mar 2012 \| Published: 06 Mar 2012 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Processes \| Content Delivery \| Content Management \| Data Management \| Enterprise Content Management \| Enterprise Content Management Software

Case Management: Combining Knowledge with Process sponsored by Singularity WHITE PAPER: Case Management is critical to the work of many organizations but is often paper-driven and plagued by delay and poor visibility. In this white paper we define case management in more detail and show how a Business Process Management approach with support for knowledge intensive processes provides the most appropriate solution to Case Management. Posted: 16 Mar 2009 \| Published: 16 Mar 2009 TOPICS: Business Intelligence \| Business Process Management \| Customer Data Integration \| Customer Data Management \| Customer Profiles \| Customer Service \| Knowledge Management \| SOA

Case Study-VMware Consona Knowledge Management sponsored by Consona Corporation CASE STUDY: Changing corporate culture to focus on customer service and support is practically a routine activity in large service-oriented organizations these days.This case study covers what VMware is doing to provide outstanding support for their customers. Posted: 17 Jun 2011 \| Published: 01 Jun 2010 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Case Study: Advanced Scientifics Keeps LifeBlood Flowing sponsored by Made2Manage ERP WHITE PAPER: Find out how a leader in the design and manufacture of disposable medical devices increased revenue, production output and customer satisfaction with their ERP software solution. Posted: 20 Mar 2008 \| Published: 03 Mar 2008 TOPICS: Business Process Management \| Business Processes \| ERP \| ERP Software

Case Study: Digital Archiving Promotes Sustainability and Improved Service Delivery for the London Borough of Islington sponsored by Xerox DocuShare CASE STUDY: Learn how visionary IT management helped this local government deliver financial, environmental and social benefits to the community and save hundreds of thousands of Pounds in its first year using Xerox DocuShare. Posted: 07 May 2008 \| Published: 01 Nov 2007 TOPICS: Archiving \| Business Process Automation \| Content Archiving \| Content Archiving Software \| Content Management Systems \| Customer Service \| Document Management \| Enterprise Content Management \| Enterprise Content Management Software \| Print Management \| Public Administration \| ROI \| Wireless Networks \| Workflow Management Coalition

Case Study: Dow Corning Shaves 400 Hours off Manual SAP Testing sponsored by Worksoft CASE STUDY: In this white paper, learn about Worksoft Certify for SAP, a system that provides business process experts and IT users with a single solution to validate, document, and record SAP business processes without writing, generating, or maintaining any code. Posted: 07 Nov 2011 \| Published: 07 Nov 2011 TOPICS: Business Process Management \| Business Process Management Software \| Business Processes \| SAP (Product) \| Software Best Practices \| Software Maintenance \| Software Quality Assurance \| Software Testing \| Software Upgrades \| Testing

Case Study: Mandarin Oriental sponsored by SDL Web Content Management Solutions Division VIDEO: This Video from SDL takes a look at the ways in which up-scale hotel conglomerate, Mandarin Oriental, has implemented SDL web content management solutions to help expand their business around the world. Watch this video today to learn more. Posted: 11 Apr 2011 \| Premiered: 11 Apr 2011 TOPICS: Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service Best Practices \| Web Content Management

Case Study: University College London Hospitals (UCLH) sponsored by IBM CASE STUDY: This case study explains how UCLH implemented a patient tracking system (PTS) with Lombardi Teamworks at its core, which alerts them when a patient is delayed in their treatment pathway before they go over their 18wkRTT and allows them to only have to enter patient information once into the system instead of multiple times. Posted: 15 Dec 2010 \| Published: 15 Dec 2010 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Process Modeling \| Business Processes \| Health Care Compliance \| Health Care Industry \| Health Care Software \| SOA

Catholic Health East Improves Problem Resolution with CA Oblicore Guarantee sponsored by CA Technologies. CASE STUDY: Read this case study to learn how CA Oblicore Guarantee helped Catholic Health East improve IT service levels, simplify reporting and increase 40 percent in problem resolution compliance. Posted: 19 Oct 2010 \| Published: 19 Oct 2010 TOPICS: CIOs \| Customer Service \| Health Care Industry \| IT Service Management \| Service Level Management \| SLA Management Services \| User Experience

CentraSite: An Integrated SOA Registry and Repository sponsored by SoftwareAG Inc., USA WHITE PAPER: Utilizing a combined registry and repository service is an emerging practice for managing the proliferation of services and systems artifacts involved in SOA implementations. Posted: 06 Feb 2009 \| Published: 06 Feb 2009 TOPICS: Business Processes \| Metadata \| SOA \| SOA Governance

Channel Sales Management: New Applications for High-Tech Vendors sponsored by SAP AG WHITE PAPER: Channel management is a pressing issue for high-tech manufacturers that sell through partners. IDC believes that companies that leverage channels partners should begin to integrate channel management into broader corporate infrastructure applications that include the supply chain and potentially PLM applications. Posted: 26 Jan 2009 \| Published: 23 Jan 2009 TOPICS: Best Practices \| Business Processes \| Channel Management \| Customer Satisfaction \| Manufacturing \| Marketing \| Sales

Charles River Development Automates SaaS Managed Services with Cisco Tidal Enterprise Scheduler sponsored by Cisco Systems, Inc. PRESENTATION TRANSCRIPT: Charles River Development realized it needed a highly unified and automated approach to job scheduling to efficiently deliver its managed service. It had to be well-architected, intuitive, scalable and flexible. Read this presentation transcript to learn why they chose Cisco Tidal Enterprise Scheduler Posted: 01 Oct 2012 \| Published: 01 Oct 2012 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Processes \| Job Scheduling Software

Choosing the right contact center technology sponsored by NACR EGUIDE: Read this SearchCRM.com e-guide to gain a better understanding of building a multichannel contact center and eight tips for enhancing the customer service in your contact center. Posted: 24 Feb 2012 \| Published: 24 Feb 2012 TOPICS: Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| Customer Self-Service \| Customer Service \| Web 2.0

Choosing the Right Enterprise Report-Management System for Your Enterprise, Buyer's Guide: Purchasing Criteria sponsored by IBM WHITE PAPER: Download this buyer's guide to learn what you need from an enterprise report management solution. Posted: 17 Mar 2008 \| Published: 01 Jun 2007 TOPICS: Customer Service \| ERM \| Productivity \| Return On Investment

Cincinnati Zoo improves customer experience and enhances performance sponsored by IBM WHITE PAPER: Learn how one of the world's top-rated zoo uses analytics to create a more satisfying customer experience – while cutting marketing costs, increasing new visits, boosting concession revenues and much more. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Data Management Software \| Customer Profiles \| Customer Service

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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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