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

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May 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 Reports
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CIO Decisions E-Zine: PPM: Validating the Value of IT sponsored by SearchCIO.com EZINE: This e-zine breaks down how PPM tools and best practices simplified project management and justified IT project service delivery and costs. Posted: 02 Apr 2013 \| Published: 02 Apr 2013 TOPICS: Business IT Alignment \| Business Management \| Business of Information Technology \| Business Process Management \| Business Processes \| CIOs \| Enterprise Resource Management \| ERP \| ERP Software \| Project Management \| Project Management Software \| Project Portfolio Management

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal sponsored by Oracle Corporation VIRTUAL ENVIRONMENT: Los Angeles Department of Water and Power (LADWP) turned to Oracle WebCenter Portal, and LADWP customers now have a customer self-service portal which includes: account information such as bills, payments and rebate processing, application and content management integration, and multi-channel access, including mobile devices. Posted: 04 Apr 2013 \| Premiered: 04 Apr 2013 TOPICS: Customer Self-Service \| Customer Service \| Portal Applications Software \| Portals \| Self-Service Applications Software

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal Presentation Transcript sponsored by Oracle Corporation PRESENTATION TRANSCRIPT: Today's customer is demanding easier, faster access to answers and problem solutions, and to meet these demands, many organizations turn to customer self-service strategies. Check out this presentation transcript to learn how Los Angeles Department of Water and Power implemented a customer self-service portal to standardize customer service levels. Posted: 15 Apr 2013 \| Published: 15 Apr 2013 TOPICS: Content Management \| Content Management Systems \| CRM \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Support Software \| Knowledge Management \| Portal Applications Software \| Portals

Cloud Faxing: Reduce Inefficiencies, Cut Costs sponsored by Esker Inc. WHITE PAPER: In this white paper, learn how cloud faxing addresses inefficiency of fax machines, hidden costs of fax servers, and the functional limitations of basic outsourced fax services. Posted: 03 Jan 2012 \| Published: 28 Dec 2011 TOPICS: Business Process Management \| Business Processes \| Cloud Computing \| Cloud Management \| Fax Equipment \| Fax Services \| SAP (Product)

Cloud-Based Contact Center Software - Buyer's Guide sponsored by Five9 WHITE PAPER: View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems. Posted: 25 Jan 2013 \| Published: 25 Jan 2013 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| Customer Satisfaction

CMS selection drives customer experience: A guide for marketers & developers sponsored by SiteCore WHITE PAPER: Content management systems (CMSs) now play a critical role in delivering an excellent customer experience. This resource highlights the key criteria you should consider when selecting a CMS to ensure interoperability with the rest of your customer experience management tools. Posted: 02 May 2013 \| Published: 02 May 2013 TOPICS: Content Delivery \| Content Management \| Content Management Software \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| Enterprise Content Management \| Personalization \| Web Content Management

CIO Decisions Ezine Volume 3 sponsored by CIO Decisions EZINE: In this issue we tackle service-oriented architecture and dive into how Software as a Service can drive flexibility and meet business needs. Also in this issue: MDM's strongest business case and how to navigate the compliance minefield. Posted: 14 Oct 2008 \| Published: 11 Oct 2008 TOPICS: Business Processes \| CRM Software \| ERP \| IT Infrastructure \| Master Data Management \| Security \| Software as a Service \| Web Services

CIO Decisions Ezine: Bringing BI to the Masses sponsored by SearchCIO.com EZINE: This issue of Enterprise CIO Decisions E-Zine highlights several success stories showcasing how today's IT leaders are finding enough success to increase BI investments and, ultimately, putting their data growth management concerns to rest. Posted: 25 Apr 2012 \| Published: 24 Apr 2012 TOPICS: Business Intelligence \| Business IT Alignment \| Business Management \| Business of Information Technology \| Cloud Computing \| Cloud Management \| Data Analytics \| Data Management

CIO Perspective: To Be Great at IT, You Must Be Great at BPM sponsored by IBM WHITE PAPER: One of the most popular business motto’s within the past year is "more for less." Organizations want things better, faster, and cheaper. In the IT world this is all too true as well. BPM is the tool that delivers faster, better, and cheaper solutions. Read this paper for an in-depth look into BPM from the perspective of the CIO. Posted: 18 Dec 2009 \| Published: 18 Dec 2009 TOPICS: Business Process Automation \| Business Process Management \| Business Process Modeling \| Business Process Outsourcing \| Business Processes \| CIOs \| Collaboration \| IT Management \| SOA

CIO Perspective: To be great at IT, you must be great at BPM sponsored by IBM WHITE PAPER: Sound business process management (BPM) lies at the heart of IT's ability to respond to the constant mandate to deliver "more for less." Access this resource for a Q&A on BPM with Toby Redshaw, the Group CIO leading a successful BPM program at Aviva plc, the world’s fifth largest insurance group. Posted: 06 Mar 2012 \| Published: 01 Jun 2010 TOPICS: Business Process Automation \| Business Process Automation Software \| Business Process Management \| Business Process Management Software \| Business Process Outsourcing \| Business Processes

CIOs Say: Application Performance is Top Priority, End User is King sponsored by CA Technologies. WHITE PAPER: This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs. Posted: 08 Jun 2011 \| Published: 08 Jun 2011 TOPICS: Application Performance Management \| Business Performance Management \| CIOs \| Cost Benefit Analysis \| Customer Satisfaction \| Performance Testing \| Productivity \| Surveys

Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace? sponsored by Oracle Corporation WHITE PAPER: This white paper highlights some of the issues that reduce or increase the effectiveness of customer loyalty programs and suggests a solution that offers tips for building a more loyal customer base. Posted: 02 Oct 2009 \| Published: 02 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Service

Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World sponsored by Cisco Systems, Inc. WHITE PAPER: Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them. Posted: 17 Aug 2012 \| Published: 17 Aug 2012 TOPICS: Banking Industry \| Banking Systems \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Data Security \| Financial Management \| Financial Services Industry \| Financial Systems \| Mobile CRM \| Mobile Workers \| Smart Phones \| Social Networking \| Tablet PC \| Video Services \| Video Systems \| Videoconferences

Client Case Study: Bouyges Telecom sponsored by IBM WHITE PAPER: In this case study, Bouygues Telecom uses an analysis platform to help it proactively uncover online and in-store fraud by consumers, dealers and organized crime groups, and prevent the subsequent loss of products and revenue. Posted: 28 Jul 2011 \| Published: 28 Jul 2011 TOPICS: Compliance (Systems Operations) \| Customer Data Management \| Customer Service \| Database Management \| Fraud Protection \| Information Management \| Master Data Management

Clinical Approach to Technical Upgrade sponsored by Hexaware Technologies WHITE PAPER: In this paper, discover the reasons why you should be considering an SAP upgrade to improve enterprise resource planning (ERP) and how to get started. Learn about new features of the latest SAP release as well as the technical advances and new technologies available to you. Posted: 01 Nov 2011 \| Published: 27 Oct 2011 TOPICS: Business Process Management \| Business Processes \| ERP \| ERP Software \| SAP (Product) \| Software \| Software Selection \| Software Upgrades

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently sponsored by Oracle Corporation WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Service

Cloud for Service Providers sponsored by Citrix Systems, Inc. VIDEO: This 3-minute video explains why Citrix solutions offer reliable, scalable ways to help you not only build your cloud platform, but to also build your cloud business for clients of any shapes and sizes. Posted: 22 Aug 2012 \| Premiered: 25 Jun 2012 TOPICS: Cloud Archive \| Cloud Backup \| Cloud Computing \| Cloud CRM \| Cloud Disaster Recovery \| Cloud Management \| Cloud Security \| Cloud Storage \| Cloud Storage Services \| Cloud Storage Strategy \| Customer Service \| Infrastructure as a Service (IaaS) \| Management Service Providers \| Platform as a service \| Software as a Service

Cloud Provider’s Wish List: The Need for Management and Reporting Tools sponsored by Visual Network Systems EGUIDE: Uncover the need for cloud service management and cloud monitoring tools for service providers in this E-Guide from SearchCloudProvider.com. Learn best practices associated with cloud service management, top challenges and solutions, and much more. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Infrastructure as a Service (IaaS) \| IT Service Management \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing \| Service Level Management

Cognos Business Intelligence for Report Authors sponsored by IBM VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." Posted: 24 Jan 2012 \| Premiered: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Service \| Customer Service Best Practices

Collaboration One of the Fundamental Engines of Lean Initiatives - Avoiding the Eighth Deadly Waste sponsored by TANDBERG, now part of Cisco WHITE PAPER: This white paper details best practices for implementing video communication into an organization and highlights a number of companies that have successfully done so. Posted: 14 Mar 2008 \| Published: 01 Jan 2008 TOPICS: Best Practices \| Business Processes \| Collaboration \| Manufacturing \| Supply Chain Management

Collaborative and Comprehensive: A Bold New Look for Global Sourcing sponsored by Accenture WHITE PAPER: This paper explores challenges and opportunities inherent in the global sourcing movement and provides at least five capabilities to be mastered if an organization is to achieve world-class status in the sourcing approaches and management techniques. Posted: 26 Jun 2008 \| Published: 01 Sep 2007 TOPICS: Business Processes \| Change Management \| Collaboration

Collaborative Reporting Architecture sponsored by Actuate WHITE PAPER: The Actuate® Enterprise Reporting platform is designed to create, maintain and deliver the structured account information required by today's most demanding Customer Self-Service and Online Channel applications for the words' l... Posted: 17 Feb 2008 \| Published: 03 Jan 2008 TOPICS: Customer Service \| Database Management \| HTML \| PDF

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth sponsored by Oracle Corporation WHITE PAPER: E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. Posted: 26 Apr 2011 \| Published: 26 Apr 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| eCommerce \| eCommerce Services

Common BI and ETL Process Management Pain Points and How to Handle Them sponsored by Cisco Systems, Inc. WEBCAST: This webcast discusses the most common BI and ETL process management pain points experienced by BI operations staff as well as strategies for addressing them. Learn how to face process issues, design processes that are efficient and resistant to common problems, and learn real-life examples of successful implementations. Posted: 29 Apr 2010 \| Premiered: May 13, 2010, 14:00 EDT (18:00 GMT) TOPICS: Business Intelligence \| Business Performance Management \| Business Process Management \| Business Process Modeling \| Business Processes \| Data Management \| Database Management \| ETL (Software)

Communications Leader Videotron Hopes to save $1.6 Million by Automating Service Calls on Blackberry Smartphones sponsored by BlackBerry CASE STUDY: Encumbered by paper-based work orders and instructions relayed verbally, Cable TV company Videotron needed a solution that helped manage service requests in a way that cut costs and service call mistakes. They chose a wireless solution from Blackberry that automates all administrative steps involved in handling a service call. Posted: 25 Feb 2009 \| Published: 25 Feb 2009 TOPICS: Customer Service \| Email \| Field Force Automation \| Laptop Computers \| Mobile Device Management \| PDA \| ROI \| Security

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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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