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Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers.. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow, EBITDA, etc.) because the cost of retaining an existing customer is far less than the cost of acquiring a new one. [1]
Churn rate (also known as attrition rate, turnover, customer turnover, or customer defection) [1] is a measure of the proportion of individuals or items moving out of a group over a specific period. It is one of two primary factors that determine the steady-state level of customers a business will support.
Customer retention is an outcome that is the result of several different antecedents as described below. Customer satisfaction: Research shows that customer satisfaction is a direct driver of customer retention in a wide variety of industries. Despite the claims made by some one-off studies, the bulk of the evidence is unambiguously clear ...
Customer density (the proportion of revenue attributable to a specified percentage of accounts, which ideally should match, for example the top 10% of accounts should broadly contribute 10% of revenue) [5]: page 8 Customer attrition (the loss of clients or customers) Turnover (i.e., revenue) generated by segments of the customer population
Customer attrition, the rate at which a business loses customers, sometimes called the churn; Inventory turnover or inventory turns, a measure of the number of times inventory is sold or used in a time period; Sales turnover or revenue, income a business has from sales; Turnover tax, an indirect tax similar to a sales tax or a VAT
Predictive modelling is used extensively in analytical customer relationship management and data mining to produce customer-level models that describe the likelihood that a customer will take a particular action. The actions are usually sales, marketing and customer retention related.
Customer analytics is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. This information is used by businesses for direct marketing, site selection, and customer relationship management. Marketing provides services to satisfy customers.
Retention rate is a statistical measurement of the proportion of people that remain involved with a group from one time period to another.. The concept is used in many contexts, including marketing, investment, education, employee management, research, and clinical trials.