Customer churn is often treated like the flu: Management assumes the root cause of the problem can’t be eliminated and that the best it can hope for is to minimize the symptoms. But in the same way that medical breakthroughs empower physicians to attack the flu virus directly, companies can diagnose and repair the root causes of customer departures and dissatisfaction. In short, churn can be cured. A recent report by PricewaterhouseCoopers outlines current challenges in churn management, details leading practices for developing a knowledge of true churn causes and priorities, and covers the organizational challenges that must be overcome to eliminate the root causes of churn and thereby increase profitability.
To learn more about CPG and methods to engage your customers, contact Nick Conyngham at nconyngham@cperformancegroup.com.
To download a copy of the report, go to www.pwc.com/us/en/increasing-it-effectiveness/publications/curing-customer-churn.jhtml Ronnie Harrison