Data Science and big data analysis
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3085.3086.202020-COMBINED-FULLTERM - SPRING 2020 - DATA SCIENCE & BIG DATA ANALY (ITS-836-30) (ITS-836-31) - COMBINED - FULL TERM
Presentation Himabindu Aratikatla on Sun, Mar 22 2020, 3:01 PM
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DATASCIENCEANDBIGDATAANALYSIS.pptx
ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabindu
Aratikatla
1 UNIVERSITY OF THE CUMBERLAND'S
INTRODUCTION
2 YORE BLENDS (YB) IS A FICTIONAL ONLINE COMPANY DEDICATED TO
SELLING SUBSCRIPTION-BASED TRADITIONAL SPICE BLENDS COUPLED
WITH ADDITIONAL COMPLEMENTARY PRODUCTS.
Yore Blends (YB) aspire to growing through mergers and acquisitions.
To do this, they need a strong customer base and steady revenue.
2 YORE BLENDS IS CONCERNED WITH THE RATE OF CUSTOMER CHURN.
COMPANY’S PROBLEM
Yore Blends has been in existence for years.
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Nonetheless, the company is considering to expand through mergers and acquisition.
However, they are experiencing customer churn.
A considerable percentage of its clients don’t purchase their goods anymore.
As a result, the company needs to reduce customer attrition by at least 16%.
3 CAUSES FOR CUSTOMER CHURN
Poor customer care service
The company minimized rather than maximizing client cost
Bad onboarding Yore Blends clients failed to get value for the purchased products.
Clients might have lost interest in the company’s products.
4 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
TO DELIVER EXCELLENT SERVICE TO YOUR CUSTOMERS, THEN IT’S ONLY
GOING TO COST YOU MONEY. and customers. 4 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.
4
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3 CAUSES FOR CUSTOMER CHURN (CONT.)
5 LIMITED CUSTOMER SUCCESS
Lack of updates regarding new products
Extended absence of the company-client communication
Natural Causes Customers may have grown out of the products.
May have resulted due to Vendor switches might
4 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. (Salloum, 2016)
5
3 REASONS TO ANALYZE CUSTOMER CHURN
The company will be in a position to understand client behavior.
The firm can predict clients with the probability of churning.
Contributes to customer retention programs.
Helps in the identification of the causes of client churn.
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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
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
6
3 EFFECTS OF CUSTOMER CHURN
In the event that the company experiences customer churn, it will be affected in the following
ways;
It hurts the company’s valuations.
Gives advantages to the exiting competitors.
Customer churn is an indication of bigger problems for the company.
The eventualities of client churn are long-reaching for the company.
7 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
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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
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
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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.
8
HOW YORE BLEDS CAN IDENTIFY CUSTOMER CHURN POSSIBILITY
Decreasing number of support ticket
Negative reviews and increasing complaints
Reducing website activity
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.
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) 9
CHURN ANALYSIS IN YORE BLENDS
Yore Blends should carry out churn analysis to avoid loosing its clients.
This analysis will help the company to;
3 MEASURE CHURN RATE
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Monitor churn rate
3 REDUCE CHURN RATE
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) 11
APPROPRIATE DATA SOURCE FOR CHURN ANALYTICS
Company’s billing System
Portfolio of the company’s products
Customer profiling based on customer care services
Client’s sentiments on the company’s blogs and posts
PROPOSED CUSTOMER CHURN CALCULATIONS
2 FOR YORE BLENDS
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.
13
CONSIDERATIONS WHEN CALCULATING CHURN RATE
Sample size
Time frame
Customer segments
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Seasonality
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.
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.
14
APPROPRIATE CHURN MODELS
Identification of the best data.
The company must first obtain quality and substantive data for accuracy of results.
Selection of Attributes The company’s analyst must select the best attribute from the available
ones.
Identification of the best data
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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. 8 (WALLER AND FAWCETT, 2013) 15
IDENTIFICATION OF THE BEST DATA
SELECTION OF ATTRIBUTES
APPROPRIATE CHURN MODELS (Cont.)
Development of a predictable model The use of a model that extracts data patterns from the
available data.
In this case, regression analysis is the best model to be used by the company.
Results validation Results can best be validated using the repeated random sub-sampling
technique.
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
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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) 18
REGRESSION ANALYSIS
RANDOM SUB-SAMPLING TECHNIQUE
PREVENTION OF CLIENT VALUE ATTRITION
This analysis involves more than just the prediction of customer churn.
It gives access to prediction of clients with a declining lifetime value
Gives the company an opportunity to increase revenue from existing clients.
9 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.
21
3 HOW TO REDUCE CUSTOMER CHURN
Analyze causes of churn
Engage with clients
Offer incentives
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Communicating with the customers does miracles in analyzing churn. The company needs to
be actively using all channels for that: 10 PHONE, E-MAIL, WEBSITE, LIVE CHAT,
AND SOCIAL MEDIA. 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. Lastly, offering
incentives and discount offers is widely regarded as the most effective tactic in reducing
churn.
22
3 SOLUTION TO CUSTOMER CHURN
Acquisition and aggregation of data
Data integration and analysis
Data interpretation
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.
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
23
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CONCLUSION
Yore Blends should identify possibilities of churn before it happens.
Appropriate churn analysis will help the company reduce chances of loosing clients.
The most appropriate analysis technique should be executed.
Failure to identify gaps will lead to decrease in company’s revenue.
References
Agarwal, R., & Dhar, V. (2014). 11 BIG DATA, DATA SCIENCE, AND ANALYTICS: The
opportunity and challenge for IS research.
Waller, M. 12 A., & FAWCETT, S. E. (2013). 12 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. 12
JOURNAL OF BUSINESS LOGISTICS, 34(2), 77-84.
References
13 SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P. X., & HUANG, J. Z. (2016). 13
BIG DATA ANALYTICS ON APACHE SPARK. INTERNATIONAL JOURNAL OF
DATA SCIENCE AND ANALYTICS, 1(3-4), 145-164.
Hazen, B. 14 T., BOONE, C. A., EZELL, J. D., & JONES-FARMER, L. A. (2014). 15
DATA QUALITY FOR DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG
DATA IN SUPPLY CHAIN MANAGEMENT: 14 AN INTRODUCTION TO THE
PROBLEM AND SUGGESTIONS FOR RESEARCH AND APPLICATIONS.
INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 154, 72-80.
Citations (15/15) 1 Another student's paper
2 Another student's paper
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Matched Text
3 https://useriq.com/blogs/customer-churn-mastering-saas-metric/
4 https://www.groovehq.com/blog/reduce-customer-churn
5 https://en.wikipedia.org/wiki?curid=47449116
6 https://www.gainsight.com/your-success/what-is-customer-churn-analysis/
7 https://www.bullhorn.com/blog/2016/09/4-ways-customer-churn-hurts-business/
8 Another student's paper
9 https://www.optimove.com/resources/learning-center/customer-churn-prediction-and-prevention
10 Another student's paper
11 Another student's paper
12 ProQuest Document
13 Another student's paper
14 Another student's paper
15 ProQuest Document
Suspected Entry: 100% match
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UNIVERSITY OF THE CUMBERLAND'S
Source - Another student's paper University of the Cumberland’s
Suspected Entry: 86% match
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YORE BLENDS (YB) IS A FICTIONAL ONLINE COMPANY DEDICATED TO SELLING SUBSCRIPTION-BASED TRADITIONAL SPICE BLENDS COUPLED WITH ADDITIONAL COMPLEMENTARY PRODUCTS
Source - Another student's paper Yore Blends (YB) is a fictional online company dedicated to selling subscription-based traditional spice blends
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Suspected Entry: 79% match
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YORE BLENDS IS CONCERNED WITH THE RATE OF CUSTOMER CHURN
Source - Another student's paper Besides, Yore Blends are concerned with customer churn
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FOR YORE BLENDS
Source - Another student's paper for Yore Blends (YB)
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CAUSES FOR CUSTOMER CHURN
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Top Causes of Customer Churn
Suspected Entry: 66% match
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CAUSES FOR CUSTOMER CHURN (CONT.)
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Top Causes of Customer Churn
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REASONS TO ANALYZE CUSTOMER CHURN
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Unavoidable reasons for customer churn
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EFFECTS OF CUSTOMER CHURN
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Customer churn rate
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MEASURE CHURN RATE
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Customer churn rate
Suspected Entry: 64% match
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REDUCE CHURN RATE
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Customer churn rate
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HOW TO REDUCE CUSTOMER CHURN
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Tools to Reduce Customer Churn
Suspected Entry: 64% match
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SOLUTION TO CUSTOMER CHURN
Source - https://useriq.com/blogs/customer-churn- mastering-saas-metric/
Customer churn rate
Suspected Entry: 100% match
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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
Suspected Entry: 100% match
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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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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
Suspected Entry: 99% match
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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
Suspected Entry: 99% match
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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
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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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BAD ONBOARDING – THE PROCESS BY WHICH YOU HELP A CUSTOMER GO FROM (1) TO (2) – CAN CRUSH YOUR RETENTION RATE, AND
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
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 17/28
UNDO ALL OF THAT HARD WORK YOU DID TO GET YOUR CUSTOMERS TO CONVERT IN THE FIRST PLACE
rate, and undo all of that hard work you did to get your customers to convert in the first place
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 94% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 18/28
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
SOMETIMES, CUSTOMERS GO OUT OF BUSINESS
Source - https://www.groovehq.com/blog/reduce- customer-churn
Sometimes, customers go out of business
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 66% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
LIMITED CUSTOMER SUCCESS
Source - https://en.wikipedia.org/wiki? curid=47449116
"Customer success"
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 99% match
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 19/28
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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"
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
(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
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 99% match
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 20/28
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
YOU’VE NOW LOST THE CHANCE TO UPSELL THEM WITH OTHER PRODUCTS OR SERVICES IN YOUR PORTFOLIO
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
You’ve now lost the chance to upsell them with other products or services in your portfolio
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
CHURN HELPS YOUR COMPETITORS
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Churn Helps Your Competitors
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 21/28
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
CHURNED CLIENTS TEND TO BE VOCAL ABOUT WHY THEY’VE LEFT YOU
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Churned clients tend to be vocal about why they’ve left you
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 22/28
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 23/28
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
CHURN HURTS YOUR VALUATION
Source - https://www.bullhorn.com/blog/2016/09/4- ways-customer-churn-hurts-business/
Churn Hurts Your Valuation
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 24/28
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
Suspected Entry: 81% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
(WALLER AND FAWCETT, 2013) 15
Source - Another student's paper (Waller & Fawcett, 2013)
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
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
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 25/28
MAY NOT ABANDON THE BUSINESS ENTIRELY IN THE NEAR FUTURE
Suspected Entry: 96% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
(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: 79% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND SOCIAL MEDIA
Source - Another student's paper website, phone, e-mail, live chat, marketing
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
BIG DATA, DATA SCIENCE, AND ANALYTICS
Source - Another student's paper Data Science and Big Data Analytics
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
A., & FAWCETT, S
Source - ProQuest Document A., Fawcett, S
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
Source - ProQuest Document Data Science, Predictive Analytics, and Big Data
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 26/28
DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG DATA
Suspected Entry: 65% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
JOURNAL OF BUSINESS LOGISTICS, 34(2), 77-84
Source - ProQuest Document Journal of Business Logistics, 34(2), 77-84
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
X., & HUANG, J
Source - Another student's paper X., & Huang, J
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
BIG DATA ANALYTICS ON APACHE SPARK
Source - Another student's paper Big data analytics on Apache Spark
Suspected Entry: 100% match
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 27/28
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
T., BOONE, C
Source - Another student's paper T., Boone, C
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
A., EZELL, J
Source - Another student's paper A., Ezell, J
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
D., & JONES-FARMER, L
Source - Another student's paper D., & Jones-Farmer, L
Suspected Entry: 100% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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 - DATASCIENCEANDBIGDATAANALYSIS.pptx
INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 154, 72-80
Source - Another student's paper International Journal of Production Economics, 154, 72–80
3/22/2020 SafeAssign Originality Report
https://ucumberlands.blackboard.com/webapps/mdb-sa-BB5a31b16bb2c48/originalityReportPrint?course_id=_114589_1&paperId=2690295231&&a… 28/28
Suspected Entry: 99% match
Uploaded - DATASCIENCEANDBIGDATAANALYSIS.pptx
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
