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Podcast: Leaders of Analytics
Episode: The Playbook on Data-Driven Customer Retention with Sami Kaipa
Description: Is your company good at customer success and retention? Chances are that you could be better.
For most businesses with a recurring revenue model, customer churn is a very costly affair. Whenever a customer leaves, you lose out on recurring revenue, forgo the opportunity of expansion (cross sell) revenue and have to pay for another round of acquisition costs to cover the loss.
In my personal experience, customer retention is both art and science. Machine learning and other data science techniques can be used to identify customers who are likely to churn, but it is...