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Method and apparatus for customer retention

  • US 8,199,901 B2
  • Filed: 01/04/2007
  • Issued: 06/12/2012
  • Est. Priority Date: 01/04/2007
  • Status: Active Grant
First Claim
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1. A customer retention method, comprising:

  • acquiring information indicative of service usage by customers, wherein the information indicative of customer service usage comprises a first set of information corresponding to a first time period and a second set of information corresponding to a second time period;

    providing an analysis of the information that predicts the likelihood of churn for each of the customers, wherein the step of providing comprises;

    comparing the first set of information to the second set of information to produce comparison results; and

    assigning each of the customers a rank according to a scale representative of predicted likelihood of churn based on the comparison results;

    identifying at least one affected customer based on the analysis, wherein the step of identifying comprises;

    comparing the rank of each of the customers to a threshold rank to identify the at least one affected customer as being most likely to exhibit churn; and

    automatically selecting at least one customer support executive based on skill in handling the at least one affected customer to initiate an action.

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