Customer Churn

The cost of acquiring a new customer is, on average, six to seven times higher than the cost to retain existing customers.

Increasing your customer retention rate by reducing your rate of churn is critical to your organization's survival. Customer churn refers to your customers or subscribers opting out, unsubscribing or leaving you for competitors. Dunn Solutions will help you and your organization with customer retention strategies so that your customer's lifetime value increases.

Customer Churn Consulting Services

It is three times easier to cross sell to existing customers than to new customers. While new customers are important for your growth, growing your existing customers is just as critical!  Your organization will get a greater ROI by selling to your existing customers.

Our Customer Churn Reduction Analysis uses the power of machine learning to create a custom churn propensity model that works with your data specifically. By providing your sales, product, customer and web traffic data, our proprietary machine learning algorithm will exploit patterns found in the data to identify the customers in the early stage of their attrition phase. Further, the churn model calculates the lifetime value of each existing customer. This allows you to put the highest priority on the most valuable customers at risk.

An average improvement of 5% in consumer retention rates translates to an average increase of 20% in profitability.

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What is Customer Churn?

Customer churn occurs when customers or subscribers stop doing business with you.  Other terms used for this are customer attrition, opting-out, cancelations, loss of customer or simply churners.  It is much less expensive to retain existing customers than it is to acquire new customers.  This is an important tool so that you can take action to retain them.

Why Do Customers Leave?

Dissatisfied customers will rarely give you any warning; rather, they will simply stop purchasing your product or service.  Even when they do voice their dissatisfaction, it is usually at the point where trust has been compromised and long-term consumer retention is unlikely.  True consumer retention and customer loyalty is achieved only by early detection of customer's intention to churn and prompt action.  With Dunn Solutions' Customer Churn Reduction Consulting you will know in advance if a customer is going to churn thus giving you opportunities to retain the customer.

Retention and the Customer Journey

Organizations dedicate a large portion of their marketing budget to acquire customers. Even before a customer is acquired, you must gain brand and product awareness and customer consideration. This requires effort throughout the sales funnel, using marketing and sales resources. Once a customer is acquired they should be held on to dearly (at least the ones with high lifetime value)!

Knowing which customers have a high propensity to churn is critical to targeted retention efforts. Dunn Solutions' Customer Churn Reduction Models will identify who is likely to churn by providing a churn risk score and also help you focus your efforts by predicting customer life time value.

Should All Churning Customers be Targeted?

While it is tempting to target all potential churning customers, it is not cost effective or profitable.  The point is to make money and you accomplish this by retaining the appropriate customers.  Who are these customers?  Only high lifetime value at risk customers should be targeted. 

How Can You Detect the Early Signs of Future Attrition?

While it is tempting to target all potential churning customers, it is not cost effective or profitable.  The point is to make money and you accomplish this by retaining the appropriate customers.  Who are these customers?  Only high lifetime value at risk customers should be targeted. 

Retaining Loyal Customers and Advocate Customers

Loyal customers and customers who advocate for your services or products are very valuable customers. Not only do these customers buy your products or services religiously, they also act as part of your sales team! Losing these customers to churn would require acquiring multiple fold number of new customers. This is an expensive proposition. We will help you identify these potential churners so that you can proactively take action to keep these customers happy and satisfied.

Customer Churn Reduction Metrics

Dunn Solutions' Customer Churn Reduction Consulting provides you with a list of customers most likely to churn as well as the following metrics:

  • Customer Lifetime Value
  • Churn Rate
  • Risk Score
  • Opportunity Loss

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