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8/3/2019 Customer Churn Retention Publishingl
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Rogb}uwnogioc eruwdkb} unwiujnewido&fdynfwy& nog ]bwbowido
wd ikx}dzb wlb bjjieiboey dj elnffbocioc elr}o/
,X}dzigbg my Nlkng Lbulknw)
Fdynfwy Nog ]bwbowido Dxb}nwidouNcdrpn
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif)
Nrcruw >:& =88
8/3/2019 Customer Churn Retention Publishingl
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =
Wnmfbu dj Edowbowu
>+^rdwnwidou
=+Gbjioiwidou
7+Wyxbu dj Eruwdkb} Elr}o
2+Gikbouidou dj Fdynfwy
:+]bnudou dj Elr}o
3+Bfbkbowu dj Elr}o ]bgrewido
8/3/2019 Customer Churn Retention Publishingl
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5
8/3/2019 Customer Churn Retention Publishingl
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 7
^RDWNWIDOU
N eruwdkb} iu wlb kduw ikxd}wnow xb}udo io noy mruiobuu
N eruwdkb} iu odw gbxbogbow rxdo ru/ Sb n}b gbxbogbow rxdo lik/
N eruwdkb} iu odw no iowb}}rxwido dj dr} sd}a/ Lb iu wlb udfb xr}xdub dj iw/
N eruwdkb} gdbu ru n jnzd} slbo lb edkbu io/ Sb n}bo#w gdioc lik njnzd} my sniwioc do lik/
N eruwdkb} iu no buubowinf xn}w dj dr} mruiobuu++odw no drwuigb}/
N eruwdkb} iu odw `ruw kdoby io wlb enul }bciuwb}/ Lb iu n lrkno mbioc
siwl jbbfiocu nog gbub}zbu wd mb w}bnwbg siwl }buxbew/
8/3/2019 Customer Churn Retention Publishingl
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 2
^RDWNWIDOU
N eruwdkb} iu n xb}udo sld edkbu wd ru siwl liu obbgu nog liu snowu/ Iwiu dr} `dm wd jiff wlbk/
N eruwdkb} gbub}zbu wlb kduw edr}wbdru nwwbowido sb eno cizb lik/
Lb iu wlb fijbmfddg dj wliu nog bzb}y mruiobuu/
Lb xnyu ydr} unfn}y/
Siwldrw lik sb sdrfg lnzb wd efdub dr} gdd}u/
Gdo#w bzb} jd}cbw iw/
Nww}imrwbg wd Unk Snfwdo jdrogb} dj Snf+Kn}w/
8/3/2019 Customer Churn Retention Publishingl
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido @norn}y >& =889 Oifb Eiwy RO]BUW]IEWBG xncb :
Eruwdkb} Unwiujnewido0 iu eruwdkb}u xb}ebxwido dj wlb gbc}bb wdsliel wlb eruwdkb}u b|xbewnwidou lnzb mbbo jrfjiffbg/
Eruwdkb} Fdynfwy0 Jbbfiocu d} nwwiwrgbu wlnw ioefiob n eruwdkb}biwlb} wd }bwr}o wd n edkxnoy& uldx d} drwfbw wd xr}elnub wlb}b ncnio& d}bfub wd }b+xr}elnub n xn}wierfn} x}dgrew& ub}zieb d} m}nog/
Eruwdkb} Elr}o0 fduu dj eruwdkb}u/ Nfudaodso Eruwdkb}nww}iwido/
Eruwdkb} ]bwbowido0 n uw}nwbcy sldub dm`bewizb iu wd abbx nedkxnoyu eruwdkb}u nog wd }bwnio wlbi} }bzborb edow}imrwido/ X}ikn}ifyiw niku wd x}bzbow eruwdkb}u j}dk cdioc wd wlb edkxbwiwd}/
Edkxfniow0 iu no b|x}buuido dj giuunwiujnewido kngb wd nod}cnoipnwido& }bfnwbg wd iwu x}dgrewu& slb}b n }buxdoub d} }budfrwido iub|xfieiwfy d} ikxfieiwfy b|xbewbg
GBJIOIWIDOU
8/3/2019 Customer Churn Retention Publishingl
7/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 3
Gbjioiwido dj eruwdkb} unwiujnewido
Eruwdkb} unwiujnewido iu lds sbff dr} X]DGREWU& UB]ZIEB& URXXD]W nogBOCNCBKBOW n}b nmfb wd kbbw wlb eruwdkb} B\XBEWNWIDOU/
M}bna+gdso dj wlb Gbjioiwido
Eruwdkb} unwiujnewido iu n kbnur}b dj lds sbff dr}
X]DGREWU + X}dgrewu ioefrgioc xlyuienf x}dgrewu nog ub}ziebu/
UB]ZIEB + Eruwdkb} ub}zieb njwb} unfb/ Wliu ioefrgbu }buxdogioc wd eruwdkb}~rb}ibu nog iuurbu/
URXXD]W + ]bxni}& kniowbonoeb nog rxabbx dj ydr} x}dgrewu xduw unfbu/
BOCNCBKBOBW + Bocncioc siwl eruwdkb}& nxn}w j}dk wlb nmdzb kbowidobgedowb|wu ,x}dgrew& ub}zieb nog urxxd}w)/ Wliu ioefrgbu djjb}ioc obs x}dgrewu&uelbkbu& rx+ubff& e}duu+ubff& x}debuu }bbociobb}ioc nog bolnoebkbow/
8/3/2019 Customer Churn Retention Publishingl
8/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb
8/3/2019 Customer Churn Retention Publishingl
9/37
8/3/2019 Customer Churn Retention Publishingl
10/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >8
Eruwdkb} Unwiujnewido nog Eruwdkb}]bwbowido iu odw nmudfrwbfy wlb unkb
Ydr kny lnzb uiwrnwidou slb}b n eruwdkb} iu
unwiujibg& mrw iu uwiff odw }bwniobg/
Ydr kny lnzb uiwrnwidou slb}b n eruwdkb} siff odw mbunwiujibg& mrw uwiff }bwniobg/
8/3/2019 Customer Churn Retention Publishingl
11/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >>
Eruwdkb} Unwiujnewido nog Eruwdkb}]bwbowido iu odw nmudfrwbfy wlb unkb
Unwiujibg Eruwdkb}& mrw uwiff elr}oioc0
Ydr} x}dgrewu n}b gdioc wlb }iclw wliocu& mrw wlby n}b odw wlb }iclw x}dgrewu/ Ydr}x}dgrewu nog ub}ziebu edrfg mb kbbwioc eruwdkb} b|xbewnwidou& mrw eruwdkb}edrfg mb nww}newbg wd kd}b e}bnwizb nog jroewidonffy mbwwb} x}dgrewu/
Eruwdkb} snowu wd w}y udkbwlioc obs/ Eruwdkb} kny cbw md}bg dj ydr} x}dgrew&nog wlby `ruw snow wd w}y udkbwlioc obs/
Eruwdkb} cdioc jd} kd}b edkxbwiwizb x}dgrewu& Edkxbwiwido iu cizioc mbwwb} x}iebzu/ znfrb b~rnwido/
8/3/2019 Customer Churn Retention Publishingl
12/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >=
Eruwdkb} Unwiujnewido nog Eruwdkb}]bwbowido iu odw nmudfrwbfy wlb unkb
Giuunwiujibg eruwdkb}& mrw }bwniobg
B|iuwioc needrow ybw wd b|xi}b/
Urxxfib} kn}abw& Kd}b gbknog wlno urxxfy ,b/c/ ue}nwel en}gu)/
Eruwdkb} b|xbewnwidou n}b odw sbff knoncbg& mrw eruwdkb} iu uwnyioc grb wd wlbznfrb x}dxduiwido dj ydr} x}dgrew/
Licl B|iw eduw wd wlb eruwdkb}/ b|nkxfb+ B|iw fdng jd} bn}fy wb}kionwido/
8/3/2019 Customer Churn Retention Publishingl
13/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >5
Xdiowu wd edouigb} jd} Eruwdkb}Unwiujnewido nog Eruwdkb} ]bwbowido
Eruwdkb} Unwiujnewido fbngu wd Eruwdkb} Znfrb
Eruwdkb} Unwiujnewido lnu n c}bnw ed+}bfnwido siwl eruwdkb} fijbwikb znfrb/
N unwiujibg eruwdkb}0
nggu wd liu er}}bow znfrb& mrw kd}b ikxd}wnowfy iwu wlb fijbwikb znfrb sliel wlbd}cnoipnwido siff cnio/
siff cd jd} }bxbnw xr}elnub kd}b djwbo/
siff cizb ydr znfrnmfb }bjb}boebu/
8/3/2019 Customer Churn Retention Publishingl
14/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >7
Eruwdkb} Fijb Eyefb Kdgbf
8/3/2019 Customer Churn Retention Publishingl
15/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >2
Gikbouidou dj Fdynfwy
Eruwdkb} mnuie
mblnzid}
Elr}ob}
Fdynfiuw
Bkdwizb fdynfiuw
Xnuuizb fdynfiuw
Gbfimb}nwizb fdynfiuw
Fijbuwyfb Elr}ob}
Gbfimb}nwizb Elr}ob}
Giuunwiujibg Elr}ob}
]n}bfy }bnuubuu xr}elnub gbeiuido
Uw}docfy jbbf wlnw eldubo m}nog iu wlb
mbuw
J}b~rbowfy }bnuubuu xr}elnub gbeiuido
]bnjji}k eldubo m}nog wl}drcl }nwidonf
e}iwb}in
ioj}b~rbowfy }bnuubuu xr}elnub gbeiuido
Roiozdfzbg1 gdow edouigb} elnocb d}&
jbbf iw gdbuow sd}wl bjjd}w/
]bnuubuu xr}elnub gbeiuidou mbenrub dj
elnocb io obbgu
J}b~rbowfy }bnuubuu xr}elnub gbeiuidou
Elddub obs m}nog wl}drcl }nwidonf
e}iwb}in
Newizbfy giuunwiujibg
Kny mb x}dkxwbg wd }bbznfrnwb mbenrub
dj uxbeijie b|xb}iboeb
8/3/2019 Customer Churn Retention Publishingl
16/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >:
Bkdwizb fdynfiuw
Bkdwizb eruwdkb}u n}b wlb kduw fdynf/ Jbbfioc uw}docfy wlnw wlbi} er}}bowxr}elnubu n}b }iclw jd} wlbk nog wlnw wlbi} eldubo x}dgrew iu wlb mbuw&
wlby }n}bfy }bnuubuu xr}elnuioc gbeiuidou/
Wlbub jbbfiocu eno }bjfbew n x}dgrewu fdoc }bed}g dj cddg Liuwd}y& mrwwlby n}b djwbo jduwb}bg my iownocimfb jnewd}u/
]bubn}el urccbuwu wlnw bkdwizb eruwdkb}u cbob}nffy uxbog kd}b wlnowldub sld gbfimb}nwb dzb} xr}elnubu& nog elr}o nw n krel fdsb} }nwb
8/3/2019 Customer Churn Retention Publishingl
17/37Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >3
Xnuuizb Fdynfiuw
Iob}winf eruwdkb}u& fiab bkdwizb dobu& }n}bfy }bnuubuu wlbi} xr}elnubu& mrwwlbi} ionewido }burfwu j}dk licl usiwelioc eduwu d} n fnea dj iozdfzbkbowsiwl x}dgrewu/
Nfwldrcl wlbub eruwdkb}u n}bow iowbogioc wd uxbog kd}b d} fbuu wlno
wlby er}}bowfy gd& iojfrboeioc wlbk& mbobjiwu nu krel dxxd}wroiwy nuiojfrboeioc bkdwizb eruwdkb}u& fn}cbfy my knaioc wlbk fbuu fiabfy wd elr}oio }buxdoub wd uldeau urel nu x}ieb liabu& iudfnwbg enubu dj mng ub}zieb&nog fijbuwyfb elnocbu/
8/3/2019 Customer Churn Retention Publishingl
18/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >
8/3/2019 Customer Churn Retention Publishingl
19/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb >9
Wyxbu dj Elr}o
Zdfrown}y Elr}o slb}b eruwdkb}u elddub wd usiwel en}}ib}u d} wb}kionwbwlbi} rub dj si}bfbuu ub}ziebu
Iozdfrown}y Elr}o slb}b ub}zieb iu gbnewiznwbg Iozdfrown}ify& grb wdkiuubg xnykbowu& mng gbmwu& bwe/
8/3/2019 Customer Churn Retention Publishingl
20/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =8
uwnwiuwieu nmdrw eruwdkb}u
Iw eno eduw jizb wikbu kd}b wd mry obs eruwdkb}u wlno }bwnio b|iuwiocDobu
]bgreioc eruwdkb} gbjbewidou eno mdduw x}djiwu my =2+
8/3/2019 Customer Churn Retention Publishingl
21/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =>
Elr}o d} iowb}buw io elr}o grb wd giuunwiujnewidosiwl dxb}nwd} ,")
8/3/2019 Customer Churn Retention Publishingl
22/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb ==
Elr}ob}u wdx }bnudou jd} giuunwiujnewido ,")
8/3/2019 Customer Churn Retention Publishingl
23/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =5
Eruwdkb} }bwbowido g}izb}u ikxnew io "
sss/odainuibkbouobwsd}au/edk
8/3/2019 Customer Churn Retention Publishingl
24/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =7
Edkxfniowu fbngioc wd elr}o Ioedkxfbwb iojd}knwido uln}bg gr}ioc Unfbu Enff nog s}doc edkkiwkbow
my unfbu xb}udo
Miffioc + S}doc Xfno& Miff Odw b|xfniobg $ Odw nmfb wd mb b|xfniobg& S}docmiff& s}doc xfno& Miff odw gbfizb}bg
Obwsd}a edzb}ncb iuurbu
Enff mn}}ioc grb wd odo xnykbow
Enffu j}dk E}bgiw jd} xnykbow& edkxnoy edoeb}obg siwl Edffbewido nogodw ub}zieb
Fdoc xbogioc }b~rbuw& iuurbu ro}budfzbg
S}doc UFN uwnwbg
Uyuwbku odw sd}aioc
UB]ZIEB B|berwizbu ioenxnmfb wd rogb}uwnog nog b|xfnio
8/3/2019 Customer Churn Retention Publishingl
25/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =2
Edkxfniowu fbngu wd elr}o
Od nuur}noeb wd Ub}zieb edowioriwy
Gijjb}boeb io edkkroienwido j}dk mnea djjieb nog j}dow fiob/
Od xb}knobow udfrwido dofy wbkxd}n}y udfrwido x}dzigbg
8/3/2019 Customer Churn Retention Publishingl
26/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =:
N}b wlbub x}bzidrufy kbowidobg dofy }bnudoujd} Elr}o4
Wlbub n}b xlyuienf rounwiujibg obbgu x}dkxwioc Elr}o xfnyioc 2>" dj wlb newrnf}bnudo wd Elr}o/
Wlb }bknioioc 79" iu grb wd0
Ub}zieb jnuw nog mbuw slbo Eruwdkb} uldrwu nwwiwrgb
Wlb sny wlb eruwdkb} iu lbn}g& rogb}uwddg nog
Iu liu edkxfnio mbioc wnabo ub}idrufy Newidou dj UB]ZIEB B\BERWIZBU
Ionxx}dx}inwb nousb}u& ]rgb mblnzid} nog iongb~rnwb uyuwbk aodsfbgcb
Od zibsioc dj Eruwdkb} Enwbcd}y nog Liuwd}y x}id} wd lnogfioc eruwdkb} ~rb}y wdgbeigb do wlb iowbouiwy dj wlb x}dmfbk nog wlb }b~ri}bg iowbouiwy wd ub}zieb
Newrnf x}dmfbk odw enxwr}bg $ rogb}uwddg my UB]ZIEB B\BERWIZBU nogwbkxd}n}y udfrwido x}dzigbg/
Eno I mb nuur}bg wlnw ky x}dmfbk siff mb }budfzbg
Roaodso Uyuwbk }buxdoub nog Uyuwbk b}}d}Edkkroienwido io wikbu dj Uyuwbkjnifr}b
8/3/2019 Customer Churn Retention Publishingl
27/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =3
< Bfbkbowu wd }bgreb Elr}o
8/3/2019 Customer Churn Retention Publishingl
28/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =
8/3/2019 Customer Churn Retention Publishingl
29/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb =9
Lds wd lnogfb4
Ub}zb ji}uw/ Ubff ubedog/
Wdgnyu eruwdkb}u n}b ukn}wb}& mbwwb} iojd}kbg nog kd}b iowdfb}now djmbioc udfg wlno bzb} mbjd}b/
Wlby b|xbew gdioc mruiobuu siwl ydr wd mb nu lnuufb+j}bb nog c}nwijyiocjd} wlbk nu xduuimfb/ Slbo
wlby b|xb}iboeb cddg ub}zieb bfubslb}b& wlby m}ioc no ij+wlby+eno+gd+iw+sly+enowydr4 Nwwiwrgb/
8/3/2019 Customer Churn Retention Publishingl
30/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 58
Lds wd lnogfb4
Ncc}buuizbfy ubba drw eruwdkb} edkxfniowu/
Jd} kduw edkxnoibu&dofy >8" dj edkxfniowu cbw n}wierfnwbg my eruwdkb}u/
Wlb dwlb} 98" n}b ron}wierfnwbg nog knoijbuw wlbkubfzbu io knoyobcnwizb snyu0
d roxnig iozdiebud fnea dj edr}wbuy wd ydr} j}dow fiob ub}zieb }bxud obcnwizb sd}g dj kdrwl/
Knab iw bnuy jd} eruwdkb}u wd edkxfnio& nog w}bnw edkxfniowu ub}idrufy/
8/3/2019 Customer Churn Retention Publishingl
31/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5>
Lds wd lnogfb4
Cbw nog uwny }buxdouizb/
]bubn}el uldsu wlnw }buxdouizbobuu iu efdubfy wibg wd n eruwdkb}uxb}ebxwido dj cddg ub}zieb/
8/3/2019 Customer Churn Retention Publishingl
32/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5=
Lds wd lnogfb4
Aods ydr} eruwdkb}u gbjioiwido dj znfrb/
Wlb fdynfwy xnuusd}g iu znfrb/
Aodsioc lds ydr} eruwdkb}u b|xb}iboeb znfrb * wlbo gbfizb}ioc do wldubwb}ku iu e}iwienf wd mrifgioc uw}doc eruwdkb} fdynfwy/
Mrw aodsioc dr} eruwdkb}u w}rb gbjioiwido dj znfrb iu odw bnuy mbenrubydr} eruwdkb}u znfrb gbjioiwidou n}b edouwnowfy elnocioc/
8/3/2019 Customer Churn Retention Publishingl
33/37
Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 55
Lds wd lnogfb4
Sio mnea fduw eruwdkb}u/
]bubn}el uldsu wlnw n mruiobuu iu wsieb nu fiabfy wd ureebuujrffy ubff wd nfduw eruwdkb} nu wd n m}nog obs x}duxbew/ Ybw& siooioc mnea fduweruwdkb}u iu j}b~rbowfy wlb kduw dzb}fddabg udr}eb jd} ioe}bkbownf
}bzborb io knoy ji}ku/
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 57
Lds wd lnogfb4
Rub krfwixfb elnoobfu wd ub}zb wlb unkb eruwdkb}u sbff/
]bubn}el urccbuwu eruwdkb}u sld bocncb siwl n ji}k wl}drcl krfwixfbelnoobfu b|limiw gbbxb} fdynfwy wlno uiocfb elnoobf eruwdkb}u/
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 52
: Eruwdkb} Iowb}jneb Uwnogn}gu
Elbea Kdmioifu : uwnogn}gu jd} iowb}jneioc wlb eruwdkb}& do wlbIow}nobw&
>) Eruwdkb} jbbfu znfrbg j}dk wlb drwubw nog iu nmfb wd jbbf edojigbow wlnwwlb ncbow siff lbfx lik$lb}/
=) Ncbow kruw gbkdouw}nwb iowb}buw nog n gbui}b wd jiog wlb mbuw udfrwido jd}wlb eruwdkb}/
5) Eruwdkb} snu iozdfzbg io wlb gbeiuido knaioc x}debuu nog djjb}bg nudfrwido wlnw snu wnifd}bg wd wlb eruwdkb}u# obbgu nog b|xfniou wlb}bnudo mbliog iw/
7) Eruwdkb} jbbfu edojigbow wlnw wlb }iclw udfrwido lnu mbbo jdrog jd}
lik$lb} nog knabu n edkkiwkbow/
2) Wlb eruwdkb} iu efbn} do slnw siff lnxxbo ob|w nog my sldk/
:) Eruwdkb} jbbfu bocncbg nog znfrbg my wlb ncbow wl}drcldrw wlbw}nounewido/
UDR]EBU ODWBU JDDWODWBU
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Wlb Bcyxwino Edkxnoy jd} Kdmifb Ub}ziebu ,Kdmioif) Ed}xd}nwb X}bubownwido Kn}el >& =88< Oifb Eiwy RO]BUW]IEWBG xncb 5:
UDR]EBU& ODWBU& JDDWODWBU
Uwnogn}gu jd} Eruwdkb} iowb}jneioc0
>+ Eruwdkb} jbbfu znfrbg j}dk wlb drwubw nog iu nmfb wd jbbf edojigbow wlnwwlb ncbow siff lbfx lik$lb}/
=+ Ncbow kruw gbkdouw}nwb iowb}buw nog n gbui}b wd jiog wlb mbuw udfrwidojd} wlb eruwdkb}/
5+ Eruwdkb} snu iozdfzbg io wlb gbeiuido knaioc x}debuu nog djjb}bg nudfrwido wlnw snu wnifd}bg wd wlb eruwdkb}u obbgu nog b|xfniou wlb
}bnudo mbliog iw/
7+ Eruwdkb} jbbfu edojigbow wlnw wlb }iclw udfrwido lnu mbbo jdrog jd}lik$lb} nog knabu n edkkiwkbow/
2+ Wlb eruwdkb} iu efbn} do slnw siff lnxxbo ob|w nog my sldk/
:+ Eruwdkb} jbbfu bocncbg nog znfrbg my wlb ncbow wl}drcldrw wlbw}nounewido/
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Wlnoa ydr