Customer Churn Prevention Powerpoint Presentation Slides
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The document discusses the importance of customer churn prevention strategies for companies to enhance retention and minimize revenue loss, emphasizing the impact of churn on overall performance. It outlines key statistics, current attrition rates, and a framework for managing churn through predictive analytics and customer journey analysis. Additionally, it presents a structured approach involving segmentation, acquisition strategies, and anti-churn campaigns to effectively curb customer attrition.
Customer Churn Prevention Powerpoint Presentation Slides
- 2. Company needs to prevent customers from reducing their purchases of products and services Discussing about various ways through which firm can manage the customer churn Discussing about churn propensity model This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Agenda for Customer Churn Prevention 2
- 3. Table of Content for Customer Churn Prevention 3 Introduction ▪ Key Statistics Associated to Customer Churn ▪ Present Churn Situation in Firm ▪ Current Customers Attrition in Firm ▪ Customer Churn Rate on Monthly Basis Dashboard ▪ Customer Purchase Tracking Impact of Successful Implementation of Churn Management Churn Propensity Model ▪ Various Customer Attributes to Look For ▪ Preventing Churn through Predictive Analytics ▪ Machine Learning Process › Problem Understanding › Data Collection, Preparation and Pre-processing › Modelling and Testing ▪ Predicting Customer Churn ▪ Customer Journey Analytics Various Types of Customer Churn How to Handle Customer Attrition? ▪ Four Stages of Churn Management › Segmentation on Basis of Customer Spending › Acquisition Strategy for Churned Customer › Delighting Customers to Improve Loyalty › How to Prevent Customer Churn? › Several Anti – Churn Campaigns ▪ Customer Treatment Framework 01 02 03 04 05 06
- 4. 4 Introduction ▪ Key Statistics Associated to Customer Churn ▪ Present Churn Situation in Firm ▪ Current Customers Attrition in Firm ▪ Customer Churn Rate on Monthly Basis 01
- 5. Key Statistics Associated to Customer Churn 5 Customer churn is a serious issue which affects firm’s overall performance. Due this, firms incur heavy losses in terms of abandon purchases and lower revenues. Retaining existing customer is more profitable than acquiring new customers. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Companies are losing $85 billion each year due to customer churn and abandoned purchases 90% of firm’s future revenues derive from 30% of existing customers Costs 5x more to acquire new customers than keeping existing ones 16x more to bring new customers to the same level of current ones 5% increase in customer retention leads to 30% - 90% increase in profits Probability of selling to new customer 5 - 15% Probability of selling to existing customer 65 - 75%
- 6. Present Churn Situation in Firm 6 This slide depicts the current scenario of churners compared to customers over the years. It also provides information regarding annual churn rate of the customers. 0 40 80 120 160 200 2015 2016 2017 2018 2019 2020 Millions Chumers Subscribers Key Takeaways ▪ There is increase in churners with increase in customer base from 2015 to 2020 ▪ Text Here Customers and Churners 0 20 40 60 2015 2016 2017 2018 2019 2020 Percentage Key Takeaways ▪ There is a rise in customer attrition rate in past years ▪ Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Annual Churn Rate of Customers
- 7. Current Customers Attrition in Firm 7 This slide provides information about current customers, number of churners with churn rate for last three months. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. August September October ▪ Current Customers 10,000 14,375 18,531 ▪ Number of Churners -500 -719 -927 ▪ New Customers 5,000 5,000 5,000 ▪ New Churn -125 -125 -125 ▪ Total Customers 14,375 18,531 22,479 ▪ Adjusted Churn Rate 5.13% 5.13% 5.13% ▪ Quarterly Churn Rate 5.17% 5.17% 5.13%
- 8. Customer Churn Rate on Monthly Basis 8 0% 2% 4% 6% 8% 10% Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Customer Churn 01/07/2018 01/06/2020 Key Takeaways ▪ There is steady increase in customer churn from 2018 to 2020 ▪ But in Dec 2019, firm has encountered the highest customer churn rate ▪ Reasons for high churn rate – › Poor client experience › Bad onboarding experience › Lost value perception ▪ Text Here Firm has tracked customer churn rate on monthly basis. It has been seen that firm has faced highest churn rate in last month.
- 9. 9 02 Various Types of Customer Churn
- 10. Various Types of Customer Churn 10 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide provides information about several ways in which firm can experience customer churn such as – when customer stops spending, churn due to product quality, etc. and the reasons behind them. 01 02 03 ▪ Decrease in overall spend with firm ▪ Purchasing in less volume and ordering less frequently ▪ Text Here ▪ Text Here Account Declining in Spending ▪ Products become unattractive for various reasons – › Failure in meeting customer expectations › Failure in providing value to customers as compared to competitor’s offering › Degrading in quality and shortening shelf life ▪ Text Here Product Churn ▪ Reasons for customer leaving business entirely › Failure in delivering promises made › Not finding product useful › Bad customer service ▪ Text Here ▪ Text Here Complete Customer Account Loss
- 11. 11 03 How to Handle Customer Attrition? ▪ Four Stages of Churn Management › Segmentation on Basis of Customer Spending › Acquisition Strategy for Churned Customer › Delighting Customers to Improve Loyalty › How to Prevent Customer Churn? › Several Anti – Churn Campaigns ▪ Customer Treatment Framework
- 12. Four Stages of Churn Management 12 The firm is need of managing its customer churn and it will achieve this in four stages such as – acquiring churned customer, delighting customer, preventing customer attrition and saving customers through various campaigns. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ▪ Customer segmentation ▪ Acquiring customers through different strategies ▪ Delighting customers in order to increase customer loyalty as compared to competitors ▪ Preventing customers from attrition through analyzing various churn signals and triggers ▪ Focus on saving customers from leaving the firm through several campaigns 01 Acquire 02 Delight 03 Prevent 04 Retain
- 13. Segmentation on Basis of Customer Spending 13 From To $0.00 $25.00 Low $25.1 $50.00 Medium $50.1 $75.00 High $75.01 $100.00 Silver $100.01 $150.00 Gold #150.1 $1,000.00 Platinum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. The firm will bifurcate its customers based on their spending pattern. Customer Spending Range Segment
- 14. Acquisition Strategy for Churned Customer 14 The firm is looking for acquiring its churned customer as it is costlier in acquiring new customers than retaining the existing ones. The customers will be categorized into segments such as deal seekers, tariff optimizers, etc. and strategies will be implemented according to the categorization. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 0 2 4 6 Average lifetime indexed to deal seekers Average CLV indexed to deal seekers 0% 20% 40% 60% 80% 100% Total market Acquisition market Customer Segment Mix of segment per universe Lifetime Customer Lifetime Value Availability in % of market ▪ Deal Seekers ▪ Short term promotions ▪ Quarterly ▪ Tariff Optimizers ▪ Text Here ▪ Text Here ▪ Apathetics ▪ Text Here ▪ Text Here ▪ Loyalists ▪ Increasing benefits over time › Providing free and easy to access to cloud storage ▪ Text Here Altering mix of acquisition Strategy Frequency Category Loyalists Apathetics Tariff Optimizers Deal Seekers
- 15. Delighting Customers to Improve Loyalty 15 The firm is looking for different parameters in order to delight its customers. This slide portrays various strategies that firm will implement to enhance customer loyalty and the benefits that it will incur. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Parameter Strategies Benefit Comments Improved Customer Interactions ▪ Loyalty program ▪ Interactable and intuitive system ▪ Customized email responses ▪ Text Here ▪ Enhanced customer engagement ▪ Text Here Treating Customers ▪ Small gifts ▪ Thanking customers through handwritten notes on invoices ▪ Text Here ▪ Loyalty building ▪ Text Here Follow Up ▪ Sale follow up ▪ Satisfaction/ complaint feedback survey ▪ Text Here ▪ Enhanced customer service experience ▪ Text Here
- 16. How to Prevent Customer Churn 16 This slide depicts information about how firm can prevent the customer churn. The firm can proactively handle the churn issue by detecting the churn signals and triggers from customers. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Churn Triggers Description Preventive Measures Pending or unresolved incident No action taken on complaint call Text Here Increased complaints 4 - 5 complaints related to ▪ Invoice ▪ Orders ▪ Product quality Text Here Churn Signals Description Preventive Measures End of commitment Customer inquires about the commitment period duration and status Text Here Communicating with competitors Interacting with competitor’s tele sales department thrice in last two months Text Here
- 17. 17 This slide portrays information about various marketing campaigns in order to retain its customers from churning. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Building post sales opportunities through ▪ Additions or improvements based on previous purchases ▪ Text Here Cross Sell and upsell Campaigns ▪ Tracking insights regarding losing customers ▪ Text Here Customer Satisfaction Campaigns Product and Service Improvement ▪ Making customers aware about new features and optimizations through email, webinar ▪ Text Here After Sales Engagement ▪ Requesting feedback and offering support ▪ Text Here Several Anti – Churn Campaigns
- 18. Customer Treatment Framework 18 The firm will target its customers by testing various strategies in terms of offers and will check their performance through feedback. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Likely Churner Update modes based on response data Update modes based on response data Testing multiple strategies Offer 1 Offer 2 Offer 3 Tracking customer responses on various offers Offer 1 Offer 2 Offer 4 Campaign refining on basis of customer response Offer 5 Offer 2 Offer 6 Feedback Loop Feedback Loop
- 19. 19 04 Churn Propensity Model ▪ Various Customer Attributes to Look For ▪ Preventing Churn through Predictive Analytics ▪ Machine Learning Process › Problem Understanding › Data Collection, Preparation and Pre-processing › Modelling and Testing ▪ Predicting Customer Churn ▪ Customer Journey Analytics
- 20. Various Customer Attributes to Look For 20 The firm will explore various features from data. The available data is analyzed per user basis. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Data Collection Through Campaign History ▪ Customer information collected from different email campaigns types – promotions, discounts ▪ Text Here Customer Demographic Data ▪ Gender ▪ Age ▪ Income ▪ Education level ▪ Socio economic characteristics ▪ Text Here Customer Behavior Data ▪ Subscription date ▪ Customer spending per visit ▪ Subscription history ▪ Page views ▪ Brand preferences ▪ Text Here
- 21. Preventing Churn through Predictive Analytics 21 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Projecting the probability of future outcomes, events based on current and historical data. It utilizes different statistical techniques such as machine learning, pattern recognition through data mining, etc. Churned Customer History Pattern Recognition Existing Customers Predictive Model Happy Customers Proactive re- Engagement Customers at risk of Churn Algorithms provide information regrading shared behavioral pattern of customers who already abandon purchasing Check behavior of current customers against the patterns and alert about potential churners Get informed about the customer’s pain points and choosing effective retention actions Machine Learning
- 22. Machine Learning Process – Problem Understanding 22 The customer churn prediction through machine learning is initiated through understanding the insights through two methods – classification and regression. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 0% 10% 20% 30% 40% 50% 60% 70% 80% -1 0 1 2 3 4 5 6 7 Churn Profitability # Customer Service Calls Classification ▪ Data scientists categorize customers in different class/category (churner/non churner) ▪ Categorizing based on pricing plan downgrading › Will customer churn or not › Will customer renew its subscription Regression ▪ Probability estimate of churn per customer – › Estimate about customers that are likely to get churn in a specific time period Two types of problems to solve Problem Understanding
- 23. Once the insights are identified, data collection sources are selected for further predictive modeling. After that, dataset is prepared with a set of attributes representing behavior patterns related to customer engagement level for specific product/service. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Data Collection Recognizing various sources of data for churn prediction – ▪ CRM systems –customer information from sales and customer support records ▪ Feedbacks on review and social media platforms ▪ Text Here Data Preparation and Preprocessing Recognizing various sources of data for churn prediction – ▪ Feature engineering – Predicting outcomes by selecting most relevant attributes depicting different behavior patterns related to customer engagement level with product/service. Features can be – › Customer demographic features – education, level, income › User behavior feature – lifecycle stage, active session length › Support features – sent queries, customer satisfaction score Machine Learning Process – Data Collection, Preparation and Preprocessing 23
- 24. Machine Learning Process – Modelling and Testing 24 The firm can consider in between two churn prediction model – decision tree and random forest. These models are capable in detecting potential churners with desired level of accuracy. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Root node Interior node Interior node Interior node Interior node Leaf node Leaf node Leaf node Leaf node Leaf node Leaf node P1 P2 Pm Treem Tree2 Tree1 Voting Predicted Class A ▪ Data sample splits into two or more homogeneous sets with most significant differentiator in input variables ▪ Tree initiated from root node – best predictor ▪ Text Here ▪ Text Here Decision Tree ▪ High prediction accuracy with numerous decision trees ▪ Each tree classifies data instance based on attributes ▪ Forest selects classification with maximum votes ▪ Text Here ▪ Text Here Random Forest
- 25. Predicting Customer Churn 25 After deploying churn prediction model, the firm will become capable in predicting churn probability of various customers on basis of various attributes such as NPS, transaction usage, etc. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Transaction Usage NPS Churn Probability Churn Prediction Comments Customer 1 Medium 201.4 0.112 Yes Text Here Customer 2 Low 153.2 .265 No Text Here Customer 3 High 127.5 .741 Yes Text Here Customer 4 Low 161.3 .878 Yes Text Here Customer 5 Low 254.4 .281 No Text Here Customer 6 Text Here Text Here Text Here Text Here Text Here
- 26. Customer Journey Analytics (1/2) 26 The firm can also measure churn rate using customer journey analytics tools by mapping entire customer journey by analyzing various touchpoint encountered. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Key Takeaways ▪ Marketing team will keep track of crucial customer touchpoints which will deliver more value, affect future interactions and will prove to be fruitful in driving new and repeatable clients ▪ The analysis will help in uncovering crucial steps that will drive more value ▪ Text Here ▪ Text Here Reward Sent 6.9K 21.5K 340 28.7K Coupon Spent 7.1K 21.7K 313 29.2K Web Searched 7.4K 22.1K 251 29.7K Return in Store 7K 21.7K 332 29K 01 02 03 04 Product Compared 7.6K 11K 18.6K Cart Abandoned 7.6K 7.6K Product Searched 7.6K 11K 11.3K 29.9K 05 06 07
- 27. Customer Journey Analytics(2/2) 27 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. The firm can also measure churn rate using customer journey analytics tools by mapping entire customer journey by analyzing various touchpoint encountered. Downloaded Mobile App 11K Signed Up for Online Banking 46.6K Enrolled in Direct Deposited 22.3K Apply for Loan 1.6K 46.6K Tie 1 Open Cd 2.9K 120-day Customer Satisfaction 581K Call made to customer Support 2.9K 256K Account Closed 1 1.9K Account Closed Key Takeaways ▪ Marketing team will keep track of crucial customer touchpoints which will deliver more value, affect future interactions and will prove to be fruitful in driving new and repeatable clients ▪ The analysis will help in uncovering crucial steps that will drive more value ▪ Text Here ▪ Text Here
- 28. 28 05 Impact of Successful Implementation of Churn Management
- 29. Impact of Successful Implementation of Churn Management 29 This slide portrays the overall impact of churn prevention and benefits associated to it. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Reduce Churn and Drive Upsell Revenue Improved Customer Retention Enhanced Customer Engagement Decreased churn Revenues increased Higher cross - selling revenues Customer retention rate Revenues generated Text Here Text Here Benefit Category Benefit Description Annual $ Impact $3.3M $0.4M 65% increase $4 - $5 M Text Here Text Here
- 30. 30 06 Dashboard ▪ Customer Purchase Tracking
- 31. Dashboard – Customer Purchase Tracking (1/2) 31 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. The firm is looking forward to track customer experience by tracking various touchpoints in order to handle issues such customer churn. KPIs mentioned in the dashboard are measured regularly across the organization. Summary Participants 11.6K Summary Participants 29.8K Summary Participants 9.1K 0 10 20 30 40 50 60 Art & Culture Music Text Here Photography Sports Customer activity 0 0.2 0.4 0.6 0.8 1 1.2 1.4 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Landing page per group test 0 2000 4000 6000 8000 10000 12000 14000 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Total cart value per month 8.35K Total repeat sales after coupon 34.3K Add to cart by product category 14.5K Total revenues by category 0 0.2 0.4 0.6 0.8 Group 1 Group 2 Group 3 Group 4 Group 5 Group 6 Reward conversion per group -0.5 0 0.5 1 1.5 2 2.5 3 3.5 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Product viewed per category 0 0.2 0.4 0.6 0.8 1 Group 1 Group 2 Group 3 Group 4 Group 5 Group 6 Reward conversion per group -0.03 0.07 0.17 0.27 0.37 0.47 0.57 0.67 Group 1 Group 2 Group 3 Group 4 Group 5 Group 6 Coupon conversion rate per group 0 0.2 0.4 0.6 0.8 1 1.2 1.4 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Add cart/ product view 0 10 20 30 40 50 60 Female Music New chart 0 2000 4000 6000 8000 10000 12000 14000 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Total cart value per month -25 25 75 125 175 225 275 325 375 425 Sep-20 Oct-20 Nov-20 Dec-20 Checkout by month Total repeat sales after reward 29.2K Path to Purchase Repeat Purchase Sales Q1 2020
- 32. Dashboard - Customer Purchase Tracking (2/2) 32 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. The firm will track down the customers activities in terms of revenues generated. Customers are bifurcated in segments such as existing, new, lost and active. Existing New Lost Active Customers 6419 1.5% 624 14.8% 1869 49.9% 5174 12.3% Revenue $425k 0.9% $31k 9.7% $139k 66.5% $317k 15.1% Avg Bill $66.17 0.7% $50.33 18.4% $74.44 27.9% $61.27 27.6% Existing, 6,419 New, 624 Active, 5,174 Churned , 1,669
- 33. Icons Slide for Customer Churn Prevention 33
- 35. 30 60 90 Days Plan 35 Days 3 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here Days 6 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here Days 9 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
- 36. Weekly Timeline with Task Name 36 Monday Tuesday Wednesday Thursday Friday Saturday Sunday ▪ Name Here - - Text Here ▪ Name Here Text Here - ▪ Name Here - - Text Here ▪ Name Here - - - ▪ Name Here - - Text Here Text Here Text Here Text Here Text Here Text Here
- 37. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal Our Mission 37
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- 39. Roadmap 39 03 02 04 01 05 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
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- 41. Comparison 41 WhatsApp Users This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% Twitter Users This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 75% Facebook Users This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 95%
- 42. Financial 42 Minimum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Maximum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 75% 50% 95%
- 43. Timeline 43 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2016 2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2020 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here Start End
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