System and method for predicting and preventing customer churn
First Claim
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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.
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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.
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Citations
23 Claims
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1. A computer system for managing customer churn, the system comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method for preventing customer churn, comprising the steps of:
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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. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A customer knowledge management system, comprising:
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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.
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Specification