Data Science and big data analysis
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Presentation Himabindu Aratikatla on Sun, Mar 22 2020, 1:12 PM
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Running Head: PRESENTATION NOTES 1
PRESENTATION NOTES 1
Presentation Notes
1 UNIVERSITY OF THE CUMBERLAND’S
Himabindu Aratikatla
2 DATA SCIENCE & BIG DATA ANALYTICS
March 22, 2020
Slide 4
3 MANY COMPANIES THINK OF CUSTOMER SERVICE AS A COST TO BE
MINIMIZED, RATHER THAN AN INVESTMENT TO BE MAXIMIZED. HERE’S
THE ISSUE WITH THAT: IF YOU THINK OF SUPPORT AS A COST CENTER,
THEN IT WILL BE. THAT IS, IF YOU DON’T PRIORITIZE SUPPORT AND WORK
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TO DELIVER EXCELLENT SERVICE TO YOUR CUSTOMERS, THEN IT’S ONLY
GOING TO COST YOU MONEY. and customers. 3 A DISPROPORTIONATE
AMOUNT OF YOUR CUSTOMER CHURN WILL TAKE PLACE BETWEEN (1) AND
(2).
THAT’S WHERE CUSTOMERS ABANDON YOUR PRODUCT BECAUSE THEY
GET LOST, DON’T UNDERSTAND SOMETHING, DON’T GET VALUE FROM THE
PRODUCT, OR SIMPLY LOSE INTEREST.
BAD ONBOARDING – THE PROCESS BY WHICH YOU HELP A CUSTOMER GO
FROM (1) TO (2) – CAN CRUSH YOUR RETENTION RATE, AND UNDO ALL OF
THAT HARD WORK YOU DID TO GET YOUR CUSTOMERS TO CONVERT IN
THE FIRST PLACE.
SLIDE 5 WHILE ONBOARDING GETS YOUR CUSTOMER TO THEIR INITIAL
SUCCESS, YOUR JOB ISN’T DONE THERE. HUNDREDS OF VARIABLES –
INCLUDING CHANGING NEEDS, CONFUSION ABOUT NEW FEATURES AND
PRODUCT UPDATES, EXTENDED ABSENCES FROM THE PRODUCT AND
COMPETITOR MARKETING – COULD LEAD YOUR CUSTOMERS AWAY. IF
YOUR CUSTOMERS STOP HEARING FROM YOU, AND YOU STOP HELPING
THEM GET VALUE FROM YOUR PRODUCT THROUGHOUT THEIR ENTIRE
LIFECYCLE, THEN YOU RISK MAKING THAT LIFECYCLE MUCH, MUCH
SHORTER. FURTHERMORE, NOT EVERY CUSTOMER THAT ABANDONS YOU
DOES SO BECAUSE YOU FAILED. SOMETIMES, CUSTOMERS GO OUT OF
BUSINESS. SOMETIMES, OPERATIONAL OR STAFF CHANGES LEAD TO
VENDOR SWITCHES. SOMETIMES, THEY SIMPLY OUTGROW YOUR
PRODUCT OR SERVICE. 4 (SALLOUM, 2016) SLIDE 6 CUSTOMER CHURN
ANALYSIS REFERS TO THE CUSTOMER ATTRITION RATE IN A COMPANY.
THIS ANALYSIS HELPS SAAS COMPANIES IDENTIFY THE CAUSE OF THE
CHURN AND IMPLEMENT EFFECTIVE STRATEGIES FOR RETENTION.
GAINSIGHT UNDERSTANDS THE NEGATIVE IMPACT THAT CHURN RATE
CAN HAVE ON COMPANY PROFITS. NAMED AS THE "2014 COOL VENDOR
FOR CRM SALES" (BY GARTNER), GAINSIGHT’S CUSTOMER INTELLIGENCE
AND RETENTION PROCESS AUTOMATION TECHNOLOGY:
Gathers available customer behavior, transactions, demographics data and usage pattern
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Converts structured and unstructured data/information into meaningful insights
Utilizes these insights to predict customers who are likely to churn
Identifies the causes for churn and works to resolve those issues
Engages with customers to foster relationships (Salloum, 2016) Implements effective
programs for customer retention
Slide 8
5 THE AFTERMATH OF CHURN IS LONG-REACHING
SOME BUSINESSES THINK, “IF A CUSTOMER STAYS LONG ENOUGH TO PAY
FOR THE COST OF ACQUIRING THEM, THEN WE’VE OPERATED AT A NET
PROFIT.” THIS IGNORES ALL THE VALUE YOU’VE LOST FROM FUTURE
OPPORTUNITIES WITH THEM. YOU’VE NOW LOST THE CHANCE TO UPSELL
THEM WITH OTHER PRODUCTS OR SERVICES IN YOUR PORTFOLIO. YOU’VE
REDUCED YOUR TOTAL ADDRESSABLE MARKET BECAUSE THOSE
CUSTOMERS HAVE BEEN REMOVED FROM IT. WHAT’S MORE, YOUR BRAND
IS NOW LIKELY TARNISHED IN THE MINDS OF YOUR SPURNED CUSTOMER.
CHURN HELPS YOUR COMPETITORS
CHURNED CLIENTS TEND TO BE VOCAL ABOUT WHY THEY’VE LEFT YOU.
NEGATIVE CUSTOMER REVIEWS ARE A GIFT TO YOUR COMPETITORS. AS
POSITIVE CUSTOMER REFERENCES CAN OFTEN MAKE OR BREAK A DEAL,
NEGATIVE REFERENCES ACT AS POWERFUL AMMUNITION FOR YOUR
COMPETITORS TO POSITION AGAINST YOUR PRODUCT. AND YOUR
COMPETITORS HAVE NO QUALMS ABOUT USING THEM AGAIN AND AGAIN
WITH NEW PROSPECTS (HAZEN, 2014). THOSE CHURNED CUSTOMERS JUST
MAY COME BACK TO PREVENT YOU FROM CLOSING YOUR NEXT DEAL AND
HITTING YOUR REVENUE GOALS.
HIGH CUSTOMER CHURN MAY INDICATE BIGGER PROBLEMS
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JUST LIKE HAPPY MARRIAGES DON’T END IN DIVORCE, HAPPY
CUSTOMERS RARELY LEAVE. HIGH CHURN INDICATES THAT SOMETHING
IS FAILING IN YOUR CUSTOMER RELATIONSHIPS. HAS YOUR PRODUCT OR
SERVICE FAILED TO DELIVER ON CLIENT EXPECTATIONS? DOES YOUR
CUSTOMER ONBOARDING PROCESS NEED TO BE FIXED? ARE YOU
DEVOTING ENOUGH ATTENTION TO YOUR CLIENTS? EVEN IF A HIGH
CHURN RATE IS FROM FACTORS BEYOND YOUR CONTROL, IT REFLECTS
POORLY ON YOUR COMPANY AND YOUR PRODUCT.
CHURN HURTS YOUR VALUATION
CHURN RATE IS A CRITICAL FACTOR IN HOW INVESTORS VIEW YOUR
COMPANY. VC FIRMS LOOK AT CUSTOMER CHURN TO DETERMINE IF YOUR
PRODUCT HAS LEGS ON THE MARKET, AND RETENTION RATE IS ESSENTIAL
IN SOFTWARE-AS-A-SERVICE (SAAS) PUBLIC VALUATIONS. SMART SAAS
INVESTORS USE CUSTOMER LIFETIME VALUE (LTV) AS A METRIC TO
PREDICT HOW MUCH PROFIT YOU WILL MAKE AND ANALYZE THE HEALTH
OF A COMPANY. HIGH CHURN RATES REDUCE LTV AND CAN MAKE
INVESTORS DOUBT THE STRENGTH OF YOUR BUSINESS. SO, IF YOU’RE
CHURNING AND BURNING YOUR CUSTOMERS, YOU’RE LIKELY MAKING
YOUR INVESTORS PRETTY UNHAPPY.
Slide 9
Not having many support tickets might sound like a good thing, but it can suggest that
customers are unengaged and have not fully adopted the company’s product. You could
assume they’re a product genius who never needs help, but it’s more likely they haven’t
invested in the product and aren’t taking the time to figure it out. Your product might be on
the budget chopping block next year.
Direct feedback, including negative reviews and social media complaints, is one of the best
indicators of company’s customers' risk status. It's clear that these customers have a problem
with the product, service, or organization, and just because they didn't explicitly mention
leaving doesn't mean they aren't thinking about it.
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By using a tool like web tracking, the HR may be able to see when customers view cancellation
or downgrade pages – a clear sign they’re interested in moving on from the company’s
product. (Hazen, 2014) Slide 11
To prevent losing customers through customer attrition, companies turn to churn analytics.
This type of analytics helps them measure, monitor and reduce the churn rate. The need for
customer churn analytics is one of the reasons clients turn to BI implementation services. In
this article, our BI experts summarize the main benefits customer churn analysis can bring
and explain how to conduct it. (Hazen, 2014) Slide 13
Calculating customer (=subscription) churn alone is not informative enough for this company,
as the percentage of all customers who choose to cease the relationship with the company
does not reflect its impact on your bottom line. To understand how customer churn affects the
companys it is necessary to calculate gross revenue churn (the percentage of revenue that is
lost during a targeted period) or employ more complex calculating methods.
Slide 14
Sample size Early on and under conditions of hyper growth, calculated churn rate is just as
much a product of our small sample size as it is a number that’s representative or predictive of
how well the company’s service retains customers. There is often little data in terms of
number of cohorts and how the cohorts behave over time.
Under these conditions, it’s important to recognize the limitations of the inferences you can
draw from your churn rate.
Time frame The company may be looking at customer churn over the period of a week, month,
quarter, or year. Also, they want their calculation to be robust with respect to the timeframe
chosen. The company should avoid their calculation going from generally correct to wildly
incorrect when they move from a monthly frame to a quarterly frame.
Customer segments An aggregated number dissolves the differences between the company's
customers, and that can lead to a misunderstanding of the churn number if it is just take it at
face value. For instance, growth in a higher churn customer segment could be mistaken for
increased churn overall, and that could lead down the wrong path of trying to fix a non-
existent churn problem.
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Seasonality If the business varies based on the season, the customer’s churn may show
changes that correspond with the seasonality of the business that might be hard to understand
until they gone through several cycles.
Slide 15
Identification of the best data
Experience shows that the quality and suitability of the available data determines the accuracy
and predictive power of the resulting model. Different data combinations may be better or
worse indicators for different problems and for different areas of business. Ultimately, it is a
question of identifying the data that best fit the type of analysis being carried out. Only in this
manner could useful and usable knowledge (in business terms) be extracted in subsequent
stages of analysis. (Erl, 2016)
Selection of Attributes In this stage, the most appropriate attributes or features for prediction
must be selected from those available to the analyst, which, in a supervised PR setting, which
is the most common in the literature of churn IDA, would be those that minimize the
classification or prediction error; in an unsupervised learning setting, which might address
churn analysis as a market segmentation problem, would be those which best reflect the
grouping or cluster structure of the data. From a DM process point of view, this stage would
correspond to the phase of data pre-processing. 6 (WALLER AND FAWCETT, 2013)
SLIDE 18
Development of a predictable model Computational Intelligence (CI) methods provide, in one
form or another, flexible information processing capabilities for handling real life problems.
Exploiting the tolerance for imprecision, uncertainty, approximate reasoning and partial truth
in order to achieve tractability, robustness, low solution cost and close resemblance with
human-like decision making, is the overall objective of CI methods.
Results validation Cross-validation will be the most suitable in this cases in which data is
scarce. In its most simple version, a single split of the data is generated (such as the 70/30
used in [46]; the 70% of cases used as training set and the 30% remaining as validation set).
Cross-validation is based on the principle of using the available data for both training and
validation. (Erl, 2016) Slide 21
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7 OPTIMOVE GOES BEYOND SIMPLY PREDICTING WHICH CUSTOMERS
WILL ABANDON THE BUSINESS BY PROVIDING EARLY WARNINGS
REGARDING CUSTOMERS WHOSE LIFETIME VALUE PREDICTION HAS
DECLINED SUBSTANTIALLY DURING THE RECENT PERIOD, EVEN THOUGH
THEY ARE STILL ACTIVE AND MAY NOT ABANDON THE BUSINESS ENTIRELY
IN THE NEAR FUTURE. (ERL, 2016) OPTIMOVE’S ABILITY TO IDENTIFY
CUSTOMERS WHICH FALL INTO THIS “DECLINER” CATEGORY HELPS
MARKETERS INCREASE REVENUES FROM EXISTING CUSTOMERS, WHILE
SIMULTANEOUSLY REDUCING THE NUMBER OF CUSTOMERS WHO MAY
FALL INTO THE RISK-OF-CHURN CATEGORY.
Slide 22
8 COMMUNICATING WITH THE CUSTOMERS DOES MIRACLES IN
ANALYZING CHURN. THE COMPANY NEEDS TO BE ACTIVELY USING ALL
CHANNELS FOR THAT: 9 PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND
SOCIAL MEDIA. 8 THE VALUABLE FEEDBACK ON HOW WELL THEY SERVE
THEIR CUSTOMERS IS JUST A PHONE CALL, AN E-MAIL OR A SURVEY AWAY.
ALSO, ANOTHER WAY TO PREVENT CHURN IS TO ACTIVELY ENGAGE THE
CUSTOMERS WITH THE PRODUCT (AGARWAL, 2014). THE COMPANY
SHOULD GIVE ITS CUSTOMERS REASONS TO KEEP COMING BACK BY
SHOWING THEM THE DAY-TO-DAY VALUE OF USING THEIR PRODUCTS, BY
MAKING THEIR PRODUCTS AND SERVICES A PART OF THEIR DAILY
WORKFLOW. 9 LASTLY, OFFERING INCENTIVES AND DISCOUNT OFFERS IS
WIDELY REGARDED AS THE MOST EFFECTIVE TACTIC IN REDUCING
CHURN.
Slide 23
Phase 1: Data Acquisition and Aggregation
The first phase of this customer churn analytics engagement revolved around combining data
obtained from disparate sources and customer touch points to identify customers with the
highest churn risk.
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Phase 2: Data Integration and Analysis The second phase focused on integrating and
analyzing data using advanced statistical models to generate comprehensive insights that help
predict churn & analyze factors leading to customer churn. (Agarwal, 2014) (Phase 3: Data
Interpretation
In the third phase of this customer churn analytics engagement, the company should focus on
interpreting data & developing corrective measures to reduce the business risk of existing
customers switching to its competitors’ network by implementing innovative ways to improve
the overall customer experience
References
Agarwal, R., & Dhar, V. (2014). 10 BIG DATA, DATA SCIENCE, AND ANALYTICS: The
opportunity and challenge for IS research.
Waller, M. 11 A., & FAWCETT, S. E. (2013). 11 DATA SCIENCE, PREDICTIVE
ANALYTICS, AND BIG DATA: A REVOLUTION THAT WILL TRANSFORM
SUPPLY CHAIN DESIGN AND ERL, T., KHATTAK, W., & BUHLER, P. (2016). Big
data fundamentals: concepts, drivers & techniques. Prentice Hall Press. management. 11
JOURNAL OF BUSINESS LOGISTICS, 34(2), 77-84.
12 SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P. X., & HUANG, J. Z. (2016). 12
BIG DATA ANALYTICS ON APACHE SPARK. INTERNATIONAL JOURNAL OF
DATA SCIENCE AND ANALYTICS, 1(3-4), 145-164.
Hazen, B. 13 T., BOONE, C. A., EZELL, J. D., & JONES-FARMER, L. A. (2014). 14
DATA QUALITY FOR DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG
DATA IN SUPPLY CHAIN MANAGEMENT: 13 AN INTRODUCTION TO THE
PROBLEM AND SUGGESTIONS FOR RESEARCH AND APPLICATIONS.
INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 154, 72-80.
Citations (14/14) 1 Another student's paper
2 Another student's paper
3 https://www.groovehq.com/blog/reduce-customer-churn
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4 https://www.gainsight.com/your-success/what-is-customer-churn-analysis/
5 https://www.bullhorn.com/blog/2016/09/4-ways-customer-churn-hurts-business/
6 Another student's paper
7 https://www.optimove.com/resources/learning-center/customer-churn-prediction-and-prevention
8 https://www.superoffice.co.uk/resources/articles/customer-churn/
9 https://www.superoffice.se/blog/reduce-customer-churn/
10 Another student's paper
11 ProQuest Document
12 Another student's paper
13 Another student's paper
14 ProQuest Document
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Uploaded - Spleaker notes .docx UNIVERSITY OF THE CUMBERLAND’S
Source - Another student's paper University of Cumberland’s
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Uploaded - Spleaker notes .docx DATA SCIENCE & BIG DATA ANALYTICS
Source - Another student's paper Data Science & Big Data Analytics
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Uploaded - Spleaker notes .docx MANY COMPANIES THINK OF CUSTOMER SERVICE AS A COST TO BE MINIMIZED, RATHER THAN AN INVESTMENT TO BE MAXIMIZED
Source - https://www.groovehq.com/blog/reduce- customer-churn
Many companies think of customer service as a cost to be minimized, rather than an investment to be maximized
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Uploaded - Spleaker notes .docx HERE’S THE ISSUE WITH THAT
Source - https://www.groovehq.com/blog/reduce- customer-churn
Here’s the issue with that
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Uploaded - Spleaker notes .docx IF YOU THINK OF SUPPORT AS A COST CENTER, THEN IT WILL BE
Source - https://www.groovehq.com/blog/reduce- customer-churn
if you think of support as a cost center, then it will be
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Uploaded - Spleaker notes .docx THAT IS, IF YOU DON’T PRIORITIZE SUPPORT AND WORK TO DELIVER EXCELLENT SERVICE TO YOUR CUSTOMERS, THEN IT’S ONLY GOING TO COST YOU MONEY
Source - https://www.groovehq.com/blog/reduce- customer-churn
That is, if you don’t prioritize support and work to deliver excellent service to your customers, then it’s only going to cost you money
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Uploaded - Spleaker notes .docx A DISPROPORTIONATE AMOUNT OF YOUR CUSTOMER CHURN WILL TAKE PLACE BETWEEN (1) AND (2)
Source - https://www.groovehq.com/blog/reduce- customer-churn
A disproportionate amount of your customer churn will take place between (1) and (2)
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx THAT’S WHERE CUSTOMERS ABANDON YOUR PRODUCT BECAUSE THEY GET LOST, DON’T UNDERSTAND SOMETHING, DON’T GET VALUE FROM THE PRODUCT, OR SIMPLY LOSE INTEREST
Source - https://www.groovehq.com/blog/reduce- customer-churn
That’s where customers abandon your product because they get lost, don’t understand something, don’t get value from the product, or simply lose interest
Suspected Entry: 100% match
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Uploaded - Spleaker notes .docx BAD ONBOARDING – THE PROCESS BY WHICH YOU HELP A CUSTOMER GO FROM (1) TO (2) – CAN CRUSH YOUR RETENTION RATE, AND UNDO ALL OF THAT HARD WORK YOU DID TO GET YOUR CUSTOMERS TO CONVERT IN THE FIRST PLACE
Source - https://www.groovehq.com/blog/reduce- customer-churn
Bad onboarding – the process by which you help a customer go from (1) to (2) – can crush your retention rate, and undo all of that hard work you did to get your customers to convert in the first place
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Uploaded - Spleaker notes .docx SLIDE 5 WHILE ONBOARDING GETS YOUR CUSTOMER TO THEIR INITIAL SUCCESS, YOUR JOB ISN’T DONE THERE
Source - https://www.groovehq.com/blog/reduce- customer-churn
While onboarding gets your customer to their initial success, your job isn’t done there
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx HUNDREDS OF VARIABLES – INCLUDING CHANGING NEEDS, CONFUSION ABOUT NEW FEATURES AND PRODUCT UPDATES, EXTENDED ABSENCES FROM THE PRODUCT AND COMPETITOR MARKETING – COULD LEAD YOUR CUSTOMERS AWAY
Source - https://www.groovehq.com/blog/reduce- customer-churn
Hundreds of variables – including changing needs, confusion about new features and product updates, extended absences from the product and competitor marketing – could lead your customers away
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Uploaded - Spleaker notes .docx IF YOUR CUSTOMERS STOP HEARING FROM YOU, AND YOU STOP HELPING THEM GET VALUE FROM YOUR PRODUCT THROUGHOUT THEIR ENTIRE LIFECYCLE, THEN YOU RISK MAKING THAT LIFECYCLE MUCH, MUCH SHORTER
Source - https://www.groovehq.com/blog/reduce- customer-churn
If your customers stop hearing from you, and you stop helping them get value from your product throughout their entire lifecycle, then you risk making that lifecycle much, much shorter
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Uploaded - Spleaker notes .docx FURTHERMORE, NOT EVERY CUSTOMER THAT ABANDONS YOU DOES SO BECAUSE YOU FAILED
Source - https://www.groovehq.com/blog/reduce- customer-churn
Not every customer that abandons you does so because you failed
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Uploaded - Spleaker notes .docx SOMETIMES, CUSTOMERS GO OUT OF BUSINESS
Source - https://www.groovehq.com/blog/reduce- customer-churn
Sometimes, customers go out of business
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Uploaded - Spleaker notes .docx SOMETIMES, OPERATIONAL OR STAFF CHANGES LEAD TO VENDOR SWITCHES
Source - https://www.groovehq.com/blog/reduce- customer-churn
Sometimes, operational or staff changes lead to vendor switches
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Uploaded - Spleaker notes .docx SOMETIMES, THEY SIMPLY OUTGROW YOUR PRODUCT OR SERVICE
Source - https://www.groovehq.com/blog/reduce- customer-churn
Sometimes, they simply outgrow your product or service
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Uploaded - Spleaker notes .docx (SALLOUM, 2016) SLIDE 6 CUSTOMER CHURN ANALYSIS REFERS TO THE CUSTOMER ATTRITION RATE IN A COMPANY
Source - https://www.gainsight.com/your- success/what-is-customer-churn-analysis/
Customer churn analysis refers to the customer attrition rate in a company
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Uploaded - Spleaker notes .docx THIS ANALYSIS HELPS SAAS COMPANIES IDENTIFY THE CAUSE OF THE CHURN AND IMPLEMENT EFFECTIVE STRATEGIES FOR RETENTION
Source - https://www.gainsight.com/your- success/what-is-customer-churn-analysis/
This analysis helps SaaS companies identify the cause of the churn and implement effective strategies for retention
Suspected Entry: 100% match
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Uploaded - Spleaker notes .docx GAINSIGHT UNDERSTANDS THE NEGATIVE IMPACT THAT CHURN RATE CAN HAVE ON COMPANY PROFITS
Source - https://www.gainsight.com/your- success/what-is-customer-churn-analysis/
Gainsight understands the negative impact that churn rate can have on company profits
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Uploaded - Spleaker notes .docx NAMED AS THE "2014 COOL VENDOR FOR CRM SALES"
Source - https://www.gainsight.com/your- success/what-is-customer-churn-analysis/
Named as the "2014 cool vendor for CRM sales"
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Uploaded - Spleaker notes .docx (BY GARTNER), GAINSIGHT’S CUSTOMER INTELLIGENCE AND RETENTION PROCESS AUTOMATION TECHNOLOGY
Source - https://www.gainsight.com/your- success/what-is-customer-churn-analysis/
(by Gartner), Gainsight’s customer intelligence and retention process automation technology
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Uploaded - Spleaker notes .docx THE AFTERMATH OF CHURN IS LONG- REACHING
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
The Aftermath of Churn is Long-Reaching
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Uploaded - Spleaker notes .docx SOME BUSINESSES THINK, “IF A CUSTOMER STAYS LONG ENOUGH TO PAY FOR THE COST OF ACQUIRING THEM, THEN WE’VE OPERATED AT A NET PROFIT.” THIS IGNORES ALL THE VALUE YOU’VE LOST FROM FUTURE OPPORTUNITIES WITH THEM
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Some businesses think, “If a customer stays long enough to pay for the cost of acquiring them, then we’ve operated at a net profit.” This ignores all the value you’ve lost from future opportunities with them
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
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YOU’VE NOW LOST THE CHANCE TO UPSELL THEM WITH OTHER PRODUCTS OR SERVICES IN YOUR PORTFOLIO
You’ve now lost the chance to upsell them with other products or services in your portfolio
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Uploaded - Spleaker notes .docx YOU’VE REDUCED YOUR TOTAL ADDRESSABLE MARKET BECAUSE THOSE CUSTOMERS HAVE BEEN REMOVED FROM IT
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
You’ve reduced your total addressable market because those customers have been removed from it
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Uploaded - Spleaker notes .docx WHAT’S MORE, YOUR BRAND IS NOW LIKELY TARNISHED IN THE MINDS OF YOUR SPURNED CUSTOMER
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
What’s more, your brand is now likely tarnished in the minds of your spurned customer
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Uploaded - Spleaker notes .docx CHURN HELPS YOUR COMPETITORS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Churn Helps Your Competitors
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Uploaded - Spleaker notes .docx CHURNED CLIENTS TEND TO BE VOCAL ABOUT WHY THEY’VE LEFT YOU
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Churned clients tend to be vocal about why they’ve left you
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx NEGATIVE CUSTOMER REVIEWS ARE A GIFT TO YOUR COMPETITORS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Negative customer reviews are a gift to your competitors
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 15/22
Suspected Entry: 99% match
Uploaded - Spleaker notes .docx AS POSITIVE CUSTOMER REFERENCES CAN OFTEN MAKE OR BREAK A DEAL, NEGATIVE REFERENCES ACT AS POWERFUL AMMUNITION FOR YOUR COMPETITORS TO POSITION AGAINST YOUR PRODUCT
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
As positive customer references can often make or break a deal, negative references act as powerful ammunition for your competitors to position against your product
Suspected Entry: 90% match
Uploaded - Spleaker notes .docx AND YOUR COMPETITORS HAVE NO QUALMS ABOUT USING THEM AGAIN AND AGAIN WITH NEW PROSPECTS (HAZEN, 2014)
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
And your competitors have no qualms about using them again and again with new prospects
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx THOSE CHURNED CUSTOMERS JUST MAY COME BACK TO PREVENT YOU FROM CLOSING YOUR NEXT DEAL AND HITTING YOUR REVENUE GOALS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Those churned customers just may come back to prevent you from closing your next deal and hitting your revenue goals
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx HIGH CUSTOMER CHURN MAY INDICATE BIGGER PROBLEMS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
High Customer Churn May Indicate Bigger Problems
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx JUST LIKE HAPPY MARRIAGES DON’T END IN DIVORCE, HAPPY CUSTOMERS RARELY LEAVE
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Just like happy marriages don’t end in divorce, happy customers rarely leave
Suspected Entry: 100% match
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 16/22
Uploaded - Spleaker notes .docx HIGH CHURN INDICATES THAT SOMETHING IS FAILING IN YOUR CUSTOMER RELATIONSHIPS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
High churn indicates that something is failing in your customer relationships
Suspected Entry: 99% match
Uploaded - Spleaker notes .docx HAS YOUR PRODUCT OR SERVICE FAILED TO DELIVER ON CLIENT EXPECTATIONS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Has your product or service failed to deliver on client expectations
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx DOES YOUR CUSTOMER ONBOARDING PROCESS NEED TO BE FIXED
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Does your customer onboarding process need to be fixed
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx ARE YOU DEVOTING ENOUGH ATTENTION TO YOUR CLIENTS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Are you devoting enough attention to your clients
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx EVEN IF A HIGH CHURN RATE IS FROM FACTORS BEYOND YOUR CONTROL, IT REFLECTS POORLY ON YOUR COMPANY AND YOUR PRODUCT
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Even if a high churn rate is from factors beyond your control, it reflects poorly on your company and your product
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx CHURN HURTS YOUR VALUATION
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Churn Hurts Your Valuation
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 17/22
Suspected Entry: 99% match
Uploaded - Spleaker notes .docx CHURN RATE IS A CRITICAL FACTOR IN HOW INVESTORS VIEW YOUR COMPANY
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Churn rate is a critical factor in how investors view your company
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx VC FIRMS LOOK AT CUSTOMER CHURN TO DETERMINE IF YOUR PRODUCT HAS LEGS ON THE MARKET, AND RETENTION RATE IS ESSENTIAL IN SOFTWARE-AS-A-SERVICE (SAAS) PUBLIC VALUATIONS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
VC firms look at customer churn to determine if your product has legs on the market, and retention rate is essential in Software-as-a-Service (SaaS) public valuations
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx SMART SAAS INVESTORS USE CUSTOMER LIFETIME VALUE (LTV) AS A METRIC TO PREDICT HOW MUCH PROFIT YOU WILL MAKE AND ANALYZE THE HEALTH OF A COMPANY
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Smart SaaS investors use Customer Lifetime Value (LTV) as a metric to predict how much profit you will make and analyze the health of a company
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx HIGH CHURN RATES REDUCE LTV AND CAN MAKE INVESTORS DOUBT THE STRENGTH OF YOUR BUSINESS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
High churn rates reduce LTV and can make investors doubt the strength of your business
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx SO, IF YOU’RE CHURNING AND BURNING YOUR CUSTOMERS, YOU’RE LIKELY MAKING YOUR INVESTORS PRETTY UNHAPPY
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
So, if you’re churning and burning your customers, you’re likely making your investors pretty unhappy
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 18/22
Suspected Entry: 70% match
Uploaded - Spleaker notes .docx (WALLER AND FAWCETT, 2013) SLIDE 18
Source - Another student's paper (Waller & Fawcett, 2013)
Suspected Entry: 99% match
Uploaded - Spleaker notes .docx OPTIMOVE GOES BEYOND SIMPLY PREDICTING WHICH CUSTOMERS WILL ABANDON THE BUSINESS BY PROVIDING EARLY WARNINGS REGARDING CUSTOMERS WHOSE LIFETIME VALUE PREDICTION HAS DECLINED SUBSTANTIALLY DURING THE RECENT PERIOD, EVEN THOUGH THEY ARE STILL ACTIVE AND MAY NOT ABANDON THE BUSINESS ENTIRELY IN THE NEAR FUTURE
Source - https://www.optimove.com/resources/learning- center/customer-churn-prediction-and-prevention
Optimove goes beyond simply predicting which customers will abandon the business by providing early warnings regarding customers whose lifetime value prediction has declined substantially during the recent period, even though they are still active and may not abandon the business entirely in the near future
Suspected Entry: 96% match
Uploaded - Spleaker notes .docx (ERL, 2016) OPTIMOVE’S ABILITY TO IDENTIFY CUSTOMERS WHICH FALL INTO THIS “DECLINER” CATEGORY HELPS MARKETERS INCREASE REVENUES FROM EXISTING CUSTOMERS, WHILE SIMULTANEOUSLY REDUCING THE NUMBER OF CUSTOMERS WHO MAY FALL INTO THE RISK-OF-CHURN CATEGORY
Source - https://www.optimove.com/resources/learning- center/customer-churn-prediction-and-prevention
Optimove’s ability to identify customers which fall into this “decliner” category helps marketers increase revenues from existing customers, while simultaneously reducing the number of customers who may fall into the risk-of-churn category
Suspected Entry: 92% match
Uploaded - Spleaker notes .docx COMMUNICATING WITH THE CUSTOMERS DOES MIRACLES IN ANALYZING CHURN
Source - https://www.superoffice.co.uk/resources/articles/custo mer-churn/
In fact, communicating with the customers does miracles in analyzing churn
Suspected Entry: 74% match
Uploaded - Spleaker notes .docx
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 19/22
THE COMPANY NEEDS TO BE ACTIVELY USING ALL CHANNELS FOR THAT Source -
https://www.superoffice.co.uk/resources/articles/custo mer-churn/
And you need to be actively using all channels for that
Suspected Entry: 91% match
Uploaded - Spleaker notes .docx THE VALUABLE FEEDBACK ON HOW WELL THEY SERVE THEIR CUSTOMERS IS JUST A PHONE CALL, AN E-MAIL OR A SURVEY AWAY
Source - https://www.superoffice.co.uk/resources/articles/custo mer-churn/
The valuable feedback on how well you serve your customers is just a phone call, an e-mail or a survey away
Suspected Entry: 79% match
Uploaded - Spleaker notes .docx ALSO, ANOTHER WAY TO PREVENT CHURN IS TO ACTIVELY ENGAGE THE CUSTOMERS WITH THE PRODUCT (AGARWAL, 2014)
Source - https://www.superoffice.co.uk/resources/articles/custo mer-churn/
Another way to prevent churn is to actively engage your customers with your product
Suspected Entry: 74% match
Uploaded - Spleaker notes .docx THE COMPANY SHOULD GIVE ITS CUSTOMERS REASONS TO KEEP COMING BACK BY SHOWING THEM THE DAY-TO-DAY VALUE OF USING THEIR PRODUCTS, BY MAKING THEIR PRODUCTS AND SERVICES A PART OF THEIR DAILY WORKFLOW
Source - https://www.superoffice.co.uk/resources/articles/custo mer-churn/
Give your customers reasons to keep coming back by showing them the day-to-day value of using your products, by making your products, services, offers, etc
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND SOCIAL MEDIA
Source - https://www.superoffice.se/blog/reduce- customer-churn/
phone, e-mail, website, live chat, and social media
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 20/22
Suspected Entry: 95% match
Uploaded - Spleaker notes .docx LASTLY, OFFERING INCENTIVES AND DISCOUNT OFFERS IS WIDELY REGARDED AS THE MOST EFFECTIVE TACTIC IN REDUCING CHURN
Source - https://www.superoffice.se/blog/reduce- customer-churn/
Offering incentives and discount offers is widely regarded as the most effective tactic in reducing churn
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx BIG DATA, DATA SCIENCE, AND ANALYTICS
Source - Another student's paper Data Science and Big Data Analytics
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx A., & FAWCETT, S
Source - ProQuest Document A., Fawcett, S
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG DATA
Source - ProQuest Document Data Science, Predictive Analytics, and Big Data
Suspected Entry: 65% match
Uploaded - Spleaker notes .docx A REVOLUTION THAT WILL TRANSFORM SUPPLY CHAIN DESIGN AND ERL, T., KHATTAK, W., & BUHLER, P
Source - ProQuest Document A Revolution That Will Transform Supply Chain Design and Management
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx JOURNAL OF BUSINESS LOGISTICS, 34(2), 77-84
Source - ProQuest Document Journal of Business Logistics, 34(2), 77-84
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 21/22
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P
Source - Another student's paper Salloum, S., Dautov, R., Chen, X., Peng, P
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx X., & HUANG, J
Source - Another student's paper X., & Huang, J
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx BIG DATA ANALYTICS ON APACHE SPARK
Source - Another student's paper Big data analytics on Apache Spark
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx INTERNATIONAL JOURNAL OF DATA SCIENCE AND ANALYTICS, 1(3-4), 145-164
Source - Another student's paper International Journal of Data Science and Analytics, 1(3-4), 145-164
Suspected Entry: 99% match
Uploaded - Spleaker notes .docx T., BOONE, C
Source - Another student's paper T., Boone, C
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx A., EZELL, J
Source - Another student's paper A., Ezell, J
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx D., & JONES-FARMER, L
Source - Another student's paper D., & Jones-Farmer, L
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2689931039&&a… 22/22
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx AN INTRODUCTION TO THE PROBLEM AND SUGGESTIONS FOR RESEARCH AND APPLICATIONS
Source - Another student's paper An introduction to the problem and suggestions for research and applications
Suspected Entry: 100% match
Uploaded - Spleaker notes .docx INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 154, 72-80
Source - Another student's paper International Journal of Production Economics, 154, 72–80
Suspected Entry: 99% match
Uploaded - Spleaker notes .docx DATA QUALITY FOR DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG DATA IN SUPPLY CHAIN MANAGEMENT
Source - ProQuest Document Data quality for data science, predictive analytics, and big data in supply chain management