Using historical and behavioral data, companies can predict which customers are at risk of churn and define actions to improve satisfaction and retention. In this article, we will detail the concept of churn prediction , list its benefits, and offer guidance on how to apply it in your company.
Keep reading to find out how to transform data into strategic actions that help you retain your customers and reduce churn rates. Stay tuned!
What is churn prediction?
Churn prediction is the process of predicting through data analysis to identify customers at risk of churn, allowing companies to take preventive actions to retain them.
To identify the high possibility of churn, it is necessary to analyze several types of data, including:
Monitor how often the customer uses the product or service;
Analyze customer feedback, including positive and negative comments;
Review customer interactions with support, especially usa phone number lists help requests and complaints;
Assess the level of customer satisfaction with the contracted solution;
Check for a history of late or defaulted payments.
With this data, it is possible to train machine learning models that perform predictive analysis. These models analyze patterns in the data, and from these predictions, companies can develop personalized strategies to increase customer retention.
For an example application, imagine a telecommunications company that analyzes the frequency of use of services, the number of complaints received, and general customer feedback .
With this information, the company can offer personalized promotions, service improvements or additional support to these specific customers, increasing the chances of retention.
What is the difference between churn prediction and churn prevention?
Churn prediction and churn prevention are two complementary strategies that companies use to reduce customer loss, but they have different focuses and methods.
As we've already explained, churn prediction is the process of identifying which customers are most likely to cancel a service or stop using a product.
Churn prevention, on the other hand, involves actions and strategies implemented to retain customers who have been identified as being at risk of churn. Prevention is the phase that follows prediction and focuses on correcting the causes of dissatisfaction and improving the customer experience .