System and method for predicting and preventing customer churn

• US 20030200135A1
• Filed: 04/21/2003
• Published: 10/23/2003
• Est. Priority Date: 04/19/2002
• Status: Abandoned Application

• Current Assignee: Convergys Customer Management Group Incorporated (Convergys Corporation)
• Original Assignee: Convergys Customer Management Group Incorporated (Convergys Corporation)
• Inventors: Wright, Christine Ellen
• Application Number:
  US10/419,463
• Publication Number:
  US 20030200135A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

A system and method for predicting and preventing customer churn. One aspect of the invention is a computer system for managing customer churn. The system comprises a plurality of data sources of customer events. A churn pattern detection portion is operable to detect and predict the possibility of customer churn based on the customer event data. A churn event management portion is operable to trigger one or more customer interventions based on a predicted possibility of customer churn. A churn intervention portion is operable to receive the triggered customer interventions and executed customer contacts via one or more delivery channels.

Claims

1. A computer system for managing customer churn, the system comprising:

a) a plurality of data sources of customer events;

b) a churn pattern detection portion operable to detect and predict the possibility of customer churn based on the customer event data;

c) a churn event management portion operable to trigger one or more customer interventions based on a predicted possibility of customer churn; and

d) a churn intervention portion operable to receive the triggered customer interventions and executed customer contacts via one or more delivery channels.

2. The system of claim 1, wherein the pattern detection portion is based on one or more rules as a function of the detected events.

3. The system of claim 2, wherein the rules are based on statistical models relevant to churn.

4. The system of claim 2, wherein the rules determine a customized intervention.

5. The system of claim 2, wherein the rules are a function of a customer score.

6. The system of claim 1, wherein the data sources, churn pattern detection portion, churn event management portion, and churn intervention portion operate as a closed loop system.

7. The system of claim 1, wherein the system operates in real-time.

8. The system of claim 1, further comprising a customer profiler portion.

9. The system of claim 8, wherein the customer profiler portion assigns a customer score to a customer which is used by the pattern detection portion.

10. The system of claim 1, further comprising a rate plan optimization portion.

11. The system of claim 1, further comprising intelligent customer acquisition functionality.

12. The system of claim 1, further comprising intelligent cross-sell and upsell functionality.

13. A method for preventing customer churn, comprising the steps of:

a) receiving customer event data from one or more sources;

b) analyzing the customer event data;

c) predicting the possibility of customer churn based on the analyzed customer event data using rules based on statistical models;

d) triggering a customer intervention based on the predicted possibility of customer churn;

e) contacting the customer via one or more delivery channels in response to the triggered intervention; and

f) storing the customer contact intervention.

14. The method of claim 13, wherein the steps are performed in real time.

15. The method of claim 13, further comprising the step of using the stored customer contact intervention for subsequent steps of analyzing, predicting and triggering.

16. The method of claim 13, wherein the intervention is customized.

17. The method of claim 13, further comprising the step of intelligent cross-selling an upselling to customers.

18. The method of claim 13, further comprising the step of intelligent acquiring of customers.

19. The method of claim 13, wherein the one or more of the steps are performed simultaneously.

20. The method of claim 13, wherein the steps are performed sequentially.

21. A computer system comprising instructions operable to perform the method of claim 13.

22. A computer readable medium comprising instructions operable to perform the method of claim 13.

23. A customer knowledge management system, comprising:

a) a churn management portion operable to detect and predict customer churn based on event data and to perform customer interventions to prevent customer churn;

b) an intelligent acquisition portion operable to identify customer prospects based on historical customer data and to initiate a contact of the identified customer prospects; and

c) an intelligent cross-sell and upsell portion operable to identify new or higher services for a customer and to offer the new or higher services to a customer during an interaction with the customer.