Data Science and big data analysis

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(1) 300 word Executive Overview

(2) Individual Presentation (in PowerPoint format)

(3) Speaker’s notes in APA format with citations and references

Individual Presentation in PowerPoint format

Minimum Slides = 25 (Include title page, references, and slides that address each of the required areas)
Minimum References = 5
APA Formatting

PART ONE:

Summarize the generic components of an analytics plan that includes (a) discovery/business problem framed, (b) initial hypotheses, (c) data and scope, (d) model planning and analytic technique, (e) result and key findings, and (e) business impact

PART TWO:

Create a proposed approach to an analytics plan specific to the given scenario.

Include each area of an analytics plan but make it specific to the given scenario
Include a proposed analytical method (and reasons for your choice)
Enhance your work with a visualization

Note:

You do not have to provide actual analytics (just a proposed analytical approach)
You do not have to provide a solution (just a proposed analytical approach to finding a solution)
Where specific information is missing from the scenario, improvise and list an assumption

Project Summary:

Yore Blends (YB) is a fictional online company dedicated to selling subscription-based traditional spice blends coupled with additional complementary products such as gifts, kitchen utensils, and eco-friendly storage options.

In the long term, they aspire to growing through mergers and acquisitions which requires a strong customer base and steady revenue. In the short turn, they are concerned about customer churn (the percentage of customers that have stopped buying their products and services).

Issue: Customers seem to stop ordering products and/or using the service after several months.

Business Believes: By targeting customers who are at risk for churn customer attrition can be reduced by 16%

Data scope: Customer account data for previous 24 months

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Presentation

Himabindu Aratikatla

on Sun, Mar 22 2020, 8:55 AM

57% highest match
Submission ID: d41dabbe-6259-41d9-8b46-91014601a625

Attachments (1)

ExecutiveOverview x

Running Head:

EXECUTIVE OVERVIEW 1

Analytics plan to Reduce Customer Churn at Yore Blends

University of the Cumberland’s

Himabindu Aratikatla

1 DATA SCIENCE & BIG DATA ANALYTICS

March 22, 2020

2 YORE BLENDS (YB) IS A FICTIONAL ONLINE COMPANY DEDICATED TO

SELLING SUBSCRIPTION-BASED TRADITIONAL SPICE BLENDS COUPLED

WITH ADDITIONAL COMPLEMENTARY PRODUCTS. 3 IN THE LONG TERM,

THEY ASPIRE TO GROWING THROUGH MERGERS AND ACQUISITIONS

WHICH REQUIRES A STRONG CUSTOMER BASE AND STEADY REVENUE. 2

(http://safeassign.blackboard.com/)

ExecutiveOverview x
Word Count: 456
Attachment ID: 2689415839

57%

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IN THE SHORT TURN, THEY ARE CONCERNED ABOUT CUSTOMER CHURN

(THE PERCENTAGE OF CUSTOMERS THAT HAVE STOPPED BUYING THEIR

PRODUCTS AND SERVICES). The company’s main problem is caused by customer churn

activity. Clients have stopped to order the products and services offered by Yore Blends

company.

Based on the company’s problems, a hypothesis was developed to help understand the causes

and reasons for the stated problems. Based on the hypothesis, Yore Blends company is facing

possible customer churn because of poor customer care services. Also, it is possible that their

clients fail to get value for the purchased products or services (Hazen, 2014). Another

hypothesis is that they fail to effectively communicate with their clients regarding product

updates. Lastly, it was hypothesized that the problem resulted from natural causes.

To understand and solve this problem, it was necessary to use appropriate data for accurate

results. Therefore, appropriate data sources were used to conduct churn analytics. The

company’s data were collected from the billing system, company’s product portfolio, client’s

sentiments, and customer profiling based on customer care services. With these data it was

possible to develop the most appropriate analytical techniques to solve the problem.

Regression analysis model was used to develop a predictable model. Results from the analysis

were then validated through repeated random sub-sampling technique.

Findings from the results suggested that, the company needs to be actively using all channels

for that: 4 PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND SOCIAL MEDIA

(SALLOUM, 2016). 5 THE VALUABLE FEEDBACK ON HOW WELL THEY

SERVE THEIR CUSTOMERS IS JUST A PHONE CALL, AN E-MAIL OR A SURVEY

AWAY. ALSO, ANOTHER WAY TO PREVENT CHURN IS TO ACTIVELY ENGAGE

THE CUSTOMERS WITH THE PRODUCT. Understanding possible impacts of customer

churn enables the company to adopt strategies to prevent losing clients and experiencing

decrease in product sales.

References

Hazen, B. 6 T., BOONE, C. A., EZELL, J. 1 D., & JONES-FARMER, L. A. (2014). 6

DATA QUALITY FOR DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG

DATA IN SUPPLY CHAIN MANAGEMENT: AN INTRODUCTION TO THE

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PROBLEM AND SUGGESTIONS FOR RESEARCH AND APPLICATIONS.

INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 154, 72-80.

7 SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P. X., & HUANG, J. Z. (2016). 7

BIG DATA ANALYTICS ON APACHE SPARK. INTERNATIONAL JOURNAL OF

DATA SCIENCE AND ANALYTICS, 1(3-4), 145-164.

Citations (7/7)

Matched Text

1 ProQuest Document

2 Another student’s paper

3 Another student’s paper

4 https://www.superoffice.se/blog/reduce-customer-churn/

5 https://www.superoffice.co.uk/resources/articles/customer-churn/

6 http://cscanada.net/index.php/mse/article/view/9000

7 Another student’s paper

Suspected Entry: 85% match

Uploaded – ExecutiveOverview x

DATA SCIENCE & BIG DATA ANALYTICS

Source – ProQuest Document
Data Science, Predictive Analytics, and Big Data

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
D., & JONES-FARMER, L

Source – ProQuest Document
D., & Jones-Farmer, L

Suspected Entry: 69% match

Uploaded – ExecutiveOverview x Source – Another student’s paper

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YORE BLENDS (YB) IS A FICTIONAL ONLINE
COMPANY DEDICATED TO SELLING
SUBSCRIPTION-BASED TRADITIONAL SPICE
BLENDS COUPLED WITH ADDITIONAL
COMPLEMENTARY PRODUCTS

This report is about a fictional online company Yore
Blends any dedicated to selling traditional Spice
blends on a subscription basis along with
complementary products like kitchen utensils and
other storage materials

Suspected Entry: 62% match

Uploaded – ExecutiveOverview x
IN THE SHORT TURN, THEY ARE CONCERNED
ABOUT CUSTOMER CHURN (THE PERCENTAGE
OF CUSTOMERS THAT HAVE STOPPED BUYING
THEIR PRODUCTS AND SERVICES)

Source – Another student’s paper
The team is also concerned about the percentage of
customers who have talked about buying their
products and services

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
IN THE LONG TERM, THEY ASPIRE TO GROWING
THROUGH MERGERS AND ACQUISITIONS
WHICH REQUIRES A STRONG CUSTOMER BASE
AND STEADY REVENUE

Source – Another student’s paper
In the long term, they aspire to growing through
mergers and acquisitions which requires a strong
customer base and steady revenue

Suspected Entry: 86% match

Uploaded – ExecutiveOverview x
PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND
SOCIAL MEDIA (SALLOUM, 2016)

Source – https://www.superoffice.se/blog/reduce-
customer-churn/

phone, e-mail, website, live chat, and social media

Suspected Entry: 91% match

Uploaded – ExecutiveOverview x
THE VALUABLE FEEDBACK ON HOW WELL
THEY SERVE THEIR CUSTOMERS IS JUST A
PHONE CALL, AN E-MAIL OR A SURVEY AWAY

Source –
https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

The valuable feedback on how well you serve your
customers is just a phone call, an e-mail or a survey
away

Suspected Entry: 88% match

Uploaded – ExecutiveOverview x

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ALSO, ANOTHER WAY TO PREVENT CHURN IS
TO ACTIVELY ENGAGE THE CUSTOMERS WITH
THE PRODUCT

Source –
https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

Another way to prevent churn is to actively engage
your customers with your product

Suspected Entry: 99% match

Uploaded – ExecutiveOverview x
T., BOONE, C

Source –
http://cscanada.net/index.php/mse/article/view/9000

T., Boone, C

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
A., EZELL, J

Source –
http://cscanada.net/index.php/mse/article/view/9000

A., & Ezell, J

Suspected Entry: 99% match

Uploaded – ExecutiveOverview x
DATA QUALITY FOR DATA SCIENCE, PREDICTIVE
ANALYTICS, AND BIG DATA IN SUPPLY CHAIN
MANAGEMENT

Source –
http://cscanada.net/index.php/mse/article/view/9000

Data quality for data science, predictive analytics, and
big data in supply chain management

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
AN INTRODUCTION TO THE PROBLEM AND
SUGGESTIONS FOR RESEARCH AND
APPLICATIONS

Source –
http://cscanada.net/index.php/mse/article/view/9000

An introduction to the problem and suggestions for
research and applications

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
INTERNATIONAL JOURNAL OF PRODUCTION
ECONOMICS, 154, 72-80

Source –
http://cscanada.net/index.php/mse/article/view/9000

International Journal of Production Economics, 154,
72-80

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Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P

Source – Another student’s paper
Salloum, S., Dautov, R., Chen, X., Peng, P

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
X., & HUANG, J

Source – Another student’s paper
X., & Huang, J

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
BIG DATA ANALYTICS ON APACHE SPARK

Source – Another student’s paper
Big data analytics on Apache Spark

Suspected Entry: 100% match

Uploaded – ExecutiveOverview x
INTERNATIONAL JOURNAL OF DATA SCIENCE
AND ANALYTICS, 1(3-4), 145-164

Source – Another student’s paper
International Journal of Data Science and Analytics,
1(3-4), 145-164

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Presentation

Himabindu Aratikatla

on Sun, Mar 22 2020, 1:12 PM

72% highest match
Submission ID: c36676b4-83da-421d-8519-557dff8eca47

Attachments (1)

Spleaker notes x

Running Head:

PRESENTATION NOTES 1

Presentation Notes

1 UNIVERSITY OF THE CUMBERLAND’S

Himabindu Aratikatla

2 DATA SCIENCE & BIG DATA ANALYTICS

March 22, 2020

Slide 4

3 MANY COMPANIES THINK OF CUSTOMER SERVICE AS A COST TO BE

MINIMIZED, RATHER THAN AN INVESTMENT TO BE MAXIMIZED. HERE’S

THE ISSUE WITH THAT: IF YOU THINK OF SUPPORT AS A COST CENTER,

THEN IT WILL BE. THAT IS, IF YOU DON’T PRIORITIZE SUPPORT AND WORK

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Word Count: 2,069
Attachment ID: 2689931039

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TO DELIVER EXCELLENT SERVICE TO YOUR CUSTOMERS, THEN IT’S ONLY

GOING TO COST YOU MONEY. and customers. 3 A DISPROPORTIONATE

AMOUNT OF YOUR CUSTOMER CHURN WILL TAKE PLACE BETWEEN (1) AND

(2).

THAT’S WHERE CUSTOMERS ABANDON YOUR PRODUCT BECAUSE THEY

GET LOST, DON’T UNDERSTAND SOMETHING, DON’T GET VALUE FROM THE

PRODUCT, OR SIMPLY LOSE INTEREST.

BAD ONBOARDING – THE PROCESS BY WHICH YOU HELP A CUSTOMER GO

FROM (1) TO (2) – CAN CRUSH YOUR RETENTION RATE, AND UNDO ALL OF

THAT HARD WORK YOU DID TO GET YOUR CUSTOMERS TO CONVERT IN

THE FIRST PLACE.

SLIDE 5 WHILE ONBOARDING GETS YOUR CUSTOMER TO THEIR INITIAL

SUCCESS, YOUR JOB ISN’T DONE THERE. HUNDREDS OF VARIABLES –

INCLUDING CHANGING NEEDS, CONFUSION ABOUT NEW FEATURES AND

PRODUCT UPDATES, EXTENDED ABSENCES FROM THE PRODUCT AND

COMPETITOR MARKETING – COULD LEAD YOUR CUSTOMERS AWAY. IF

YOUR CUSTOMERS STOP HEARING FROM YOU, AND YOU STOP HELPING

THEM GET VALUE FROM YOUR PRODUCT THROUGHOUT THEIR ENTIRE

LIFECYCLE, THEN YOU RISK MAKING THAT LIFECYCLE MUCH, MUCH

SHORTER. FURTHERMORE, NOT EVERY CUSTOMER THAT ABANDONS YOU

DOES SO BECAUSE YOU FAILED. SOMETIMES, CUSTOMERS GO OUT OF

BUSINESS. SOMETIMES, OPERATIONAL OR STAFF CHANGES LEAD TO

VENDOR SWITCHES. SOMETIMES, THEY SIMPLY OUTGROW YOUR

PRODUCT OR SERVICE. 4 (SALLOUM, 2016) SLIDE 6 CUSTOMER CHURN

ANALYSIS REFERS TO THE CUSTOMER ATTRITION RATE IN A COMPANY.

THIS ANALYSIS HELPS SAAS COMPANIES IDENTIFY THE CAUSE OF THE

CHURN AND IMPLEMENT EFFECTIVE STRATEGIES FOR RETENTION.

GAINSIGHT UNDERSTANDS THE NEGATIVE IMPACT THAT CHURN RATE

CAN HAVE ON COMPANY PROFITS. NAMED AS THE “2014 COOL VENDOR

FOR CRM SALES” (BY GARTNER), GAINSIGHT’S CUSTOMER INTELLIGENCE

AND RETENTION PROCESS AUTOMATION TECHNOLOGY:

Gathers available customer behavior, transactions, demographics data and usage pattern

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Converts structured and unstructured data/information into meaningful insights

Utilizes these insights to predict customers who are likely to churn

Identifies the causes for churn and works to resolve those issues

Engages with customers to foster relationships (Salloum, 2016) Implements effective

programs for customer retention

Slide 8

5 THE AFTERMATH OF CHURN IS LONG-REACHING

SOME BUSINESSES THINK, “IF A CUSTOMER STAYS LONG ENOUGH TO PAY

FOR THE COST OF ACQUIRING THEM, THEN WE’VE OPERATED AT A NET

PROFIT.” THIS IGNORES ALL THE VALUE YOU’VE LOST FROM FUTURE

OPPORTUNITIES WITH THEM. YOU’VE NOW LOST THE CHANCE TO UPSELL

THEM WITH OTHER PRODUCTS OR SERVICES IN YOUR PORTFOLIO. YOU’VE

REDUCED YOUR TOTAL ADDRESSABLE MARKET BECAUSE THOSE

CUSTOMERS HAVE BEEN REMOVED FROM IT. WHAT’S MORE, YOUR BRAND

IS NOW LIKELY TARNISHED IN THE MINDS OF YOUR SPURNED CUSTOMER.

CHURN HELPS YOUR COMPETITORS

CHURNED CLIENTS TEND TO BE VOCAL ABOUT WHY THEY’VE LEFT YOU.

NEGATIVE CUSTOMER REVIEWS ARE A GIFT TO YOUR COMPETITORS. AS

POSITIVE CUSTOMER REFERENCES CAN OFTEN MAKE OR BREAK A DEAL,

NEGATIVE REFERENCES ACT AS POWERFUL AMMUNITION FOR YOUR

COMPETITORS TO POSITION AGAINST YOUR PRODUCT. AND YOUR

COMPETITORS HAVE NO QUALMS ABOUT USING THEM AGAIN AND AGAIN

WITH NEW PROSPECTS (HAZEN, 2014). THOSE CHURNED CUSTOMERS JUST

MAY COME BACK TO PREVENT YOU FROM CLOSING YOUR NEXT DEAL AND

HITTING YOUR REVENUE GOALS.

HIGH CUSTOMER CHURN MAY INDICATE BIGGER PROBLEMS

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JUST LIKE HAPPY MARRIAGES DON’T END IN DIVORCE, HAPPY

CUSTOMERS RARELY LEAVE. HIGH CHURN INDICATES THAT SOMETHING

IS FAILING IN YOUR CUSTOMER RELATIONSHIPS. HAS YOUR PRODUCT OR

SERVICE FAILED TO DELIVER ON CLIENT EXPECTATIONS? DOES YOUR

CUSTOMER ONBOARDING PROCESS NEED TO BE FIXED? ARE YOU

DEVOTING ENOUGH ATTENTION TO YOUR CLIENTS? EVEN IF A HIGH

CHURN RATE IS FROM FACTORS BEYOND YOUR CONTROL, IT REFLECTS

POORLY ON YOUR COMPANY AND YOUR PRODUCT.

CHURN HURTS YOUR VALUATION

CHURN RATE IS A CRITICAL FACTOR IN HOW INVESTORS VIEW YOUR

COMPANY. VC FIRMS LOOK AT CUSTOMER CHURN TO DETERMINE IF YOUR

PRODUCT HAS LEGS ON THE MARKET, AND RETENTION RATE IS ESSENTIAL

IN SOFTWARE-AS-A-SERVICE (SAAS) PUBLIC VALUATIONS. SMART SAAS

INVESTORS USE CUSTOMER LIFETIME VALUE (LTV) AS A METRIC TO

PREDICT HOW MUCH PROFIT YOU WILL MAKE AND ANALYZE THE HEALTH

OF A COMPANY. HIGH CHURN RATES REDUCE LTV AND CAN MAKE

INVESTORS DOUBT THE STRENGTH OF YOUR BUSINESS. SO, IF YOU’RE

CHURNING AND BURNING YOUR CUSTOMERS, YOU’RE LIKELY MAKING

YOUR INVESTORS PRETTY UNHAPPY.

Slide 9

Not having many support tickets might sound like a good thing, but it can suggest that

customers are unengaged and have not fully adopted the company’s product. You could

assume they’re a product genius who never needs help, but it’s more likely they haven’t

invested in the product and aren’t taking the time to figure it out. Your product might be on

the budget chopping block next year.

Direct feedback, including negative reviews and social media complaints, is one of the best

indicators of company’s customers’ risk status. It’s clear that these customers have a problem

with the product, service, or organization, and just because they didn’t explicitly mention

leaving doesn’t mean they aren’t thinking about it.

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By using a tool like web tracking, the HR may be able to see when customers view cancellation

or downgrade pages – a clear sign they’re interested in moving on from the company’s

product. (Hazen, 2014) Slide 11

To prevent losing customers through customer attrition, companies turn to churn analytics.

This type of analytics helps them measure, monitor and reduce the churn rate. The need for

customer churn analytics is one of the reasons clients turn to BI implementation services. In

this article, our BI experts summarize the main benefits customer churn analysis can bring

and explain how to conduct it. (Hazen, 2014) Slide 13

Calculating customer (=subscription) churn alone is not informative enough for this company,

as the percentage of all customers who choose to cease the relationship with the company

does not reflect its impact on your bottom line. To understand how customer churn affects the

companys it is necessary to calculate gross revenue churn (the percentage of revenue that is

lost during a targeted period) or employ more complex calculating methods.

Slide 14

Sample size Early on and under conditions of hyper growth, calculated churn rate is just as

much a product of our small sample size as it is a number that’s representative or predictive of

how well the company’s service retains customers. There is often little data in terms of

number of cohorts and how the cohorts behave over time.

Under these conditions, it’s important to recognize the limitations of the inferences you can

draw from your churn rate.

Time frame The company may be looking at customer churn over the period of a week, month,

quarter, or year. Also, they want their calculation to be robust with respect to the timeframe

chosen. The company should avoid their calculation going from generally correct to wildly

incorrect when they move from a monthly frame to a quarterly frame.

Customer segments An aggregated number dissolves the differences between the company’s

customers, and that can lead to a misunderstanding of the churn number if it is just take it at

face value. For instance, growth in a higher churn customer segment could be mistaken for

increased churn overall, and that could lead down the wrong path of trying to fix a non-

existent churn problem.

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Seasonality If the business varies based on the season, the customer’s churn may show

changes that correspond with the seasonality of the business that might be hard to understand

until they gone through several cycles.

Slide 15

Identification of the best data

Experience shows that the quality and suitability of the available data determines the accuracy

and predictive power of the resulting model. Different data combinations may be better or

worse indicators for different problems and for different areas of business. Ultimately, it is a

question of identifying the data that best fit the type of analysis being carried out. Only in this

manner could useful and usable knowledge (in business terms) be extracted in subsequent

stages of analysis. (Erl, 2016)

Selection of Attributes In this stage, the most appropriate attributes or features for prediction

must be selected from those available to the analyst, which, in a supervised PR setting, which

is the most common in the literature of churn IDA, would be those that minimize the

classification or prediction error; in an unsupervised learning setting, which might address

churn analysis as a market segmentation problem, would be those which best reflect the

grouping or cluster structure of the data. From a DM process point of view, this stage would

correspond to the phase of data pre-processing. 6 (WALLER AND FAWCETT, 2013)

SLIDE 18

Development of a predictable model Computational Intelligence (CI) methods provide, in one

form or another, flexible information processing capabilities for handling real life problems.

Exploiting the tolerance for imprecision, uncertainty, approximate reasoning and partial truth

in order to achieve tractability, robustness, low solution cost and close resemblance with

human-like decision making, is the overall objective of CI methods.

Results validation Cross-validation will be the most suitable in this cases in which data is

scarce. In its most simple version, a single split of the data is generated (such as the 70/30

used in [46]; the 70% of cases used as training set and the 30% remaining as validation set).

Cross-validation is based on the principle of using the available data for both training and

validation. (Erl, 2016) Slide 21

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7 OPTIMOVE GOES BEYOND SIMPLY PREDICTING WHICH CUSTOMERS

WILL ABANDON THE BUSINESS BY PROVIDING EARLY WARNINGS

REGARDING CUSTOMERS WHOSE LIFETIME VALUE PREDICTION HAS

DECLINED SUBSTANTIALLY DURING THE RECENT PERIOD, EVEN THOUGH

THEY ARE STILL ACTIVE AND MAY NOT ABANDON THE BUSINESS ENTIRELY

IN THE NEAR FUTURE. (ERL, 2016) OPTIMOVE’S ABILITY TO IDENTIFY

CUSTOMERS WHICH FALL INTO THIS “DECLINER” CATEGORY HELPS

MARKETERS INCREASE REVENUES FROM EXISTING CUSTOMERS, WHILE

SIMULTANEOUSLY REDUCING THE NUMBER OF CUSTOMERS WHO MAY

FALL INTO THE RISK-OF-CHURN CATEGORY.

Slide 22

8 COMMUNICATING WITH THE CUSTOMERS DOES MIRACLES IN

ANALYZING CHURN. THE COMPANY NEEDS TO BE ACTIVELY USING ALL

CHANNELS FOR THAT: 9 PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND

SOCIAL MEDIA. 8 THE VALUABLE FEEDBACK ON HOW WELL THEY SERVE

THEIR CUSTOMERS IS JUST A PHONE CALL, AN E-MAIL OR A SURVEY AWAY.

ALSO, ANOTHER WAY TO PREVENT CHURN IS TO ACTIVELY ENGAGE THE

CUSTOMERS WITH THE PRODUCT (AGARWAL, 2014). THE COMPANY

SHOULD GIVE ITS CUSTOMERS REASONS TO KEEP COMING BACK BY

SHOWING THEM THE DAY-TO-DAY VALUE OF USING THEIR PRODUCTS, BY

MAKING THEIR PRODUCTS AND SERVICES A PART OF THEIR DAILY

WORKFLOW. 9 LASTLY, OFFERING INCENTIVES AND DISCOUNT OFFERS IS

WIDELY REGARDED AS THE MOST EFFECTIVE TACTIC IN REDUCING

CHURN.

Slide 23

Phase 1: Data Acquisition and Aggregation

The first phase of this customer churn analytics engagement revolved around combining data

obtained from disparate sources and customer touch points to identify customers with the

highest churn risk.

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Phase 2: Data Integration and Analysis The second phase focused on integrating and

analyzing data using advanced statistical models to generate comprehensive insights that help

predict churn & analyze factors leading to customer churn. (Agarwal, 2014) (Phase 3: Data

Interpretation

In the third phase of this customer churn analytics engagement, the company should focus on

interpreting data & developing corrective measures to reduce the business risk of existing

customers switching to its competitors’ network by implementing innovative ways to improve

the overall customer experience

References

Agarwal, R., & Dhar, V. (2014). 10 BIG DATA, DATA SCIENCE, AND ANALYTICS: The

opportunity and challenge for IS research.

Waller, M. 11 A., & FAWCETT, S. E. (2013). 11 DATA SCIENCE, PREDICTIVE

ANALYTICS, AND BIG DATA: A REVOLUTION THAT WILL TRANSFORM

SUPPLY CHAIN DESIGN AND ERL, T., KHATTAK, W., & BUHLER, P. (2016). Big

data fundamentals: concepts, drivers & techniques. Prentice Hall Press. management. 11

JOURNAL OF BUSINESS LOGISTICS, 34(2), 77-84.

12 SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P. X., & HUANG, J. Z. (2016). 12

BIG DATA ANALYTICS ON APACHE SPARK. INTERNATIONAL JOURNAL OF

DATA SCIENCE AND ANALYTICS, 1(3-4), 145-164.

Hazen, B. 13 T., BOONE, C. A., EZELL, J. D., & JONES-FARMER, L. A. (2014). 14

DATA QUALITY FOR DATA SCIENCE, PREDICTIVE ANALYTICS, AND BIG

DATA IN SUPPLY CHAIN MANAGEMENT: 13 AN INTRODUCTION TO THE

PROBLEM AND SUGGESTIONS FOR RESEARCH AND APPLICATIONS.

INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 154, 72-80.

Citations (14/14)
1 Another student’s paper

2 Another student’s paper

3 https://www.groovehq.com/blog/reduce-customer-churn

3/22/2020 SafeAssign Originality Report

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Matched Text

4 https://www.gainsight.com/your-success/what-is-customer-churn-analysis/

5 https://www.bullhorn.com/blog/2016/09/4-ways-customer-churn-hurts-business/

6 Another student’s paper

7 https://www.optimove.com/resources/learning-center/customer-churn-prediction-and-prevention

8 https://www.superoffice.co.uk/resources/articles/customer-churn/

9 https://www.superoffice.se/blog/reduce-customer-churn/

10 Another student’s paper

11 ProQuest Document

12 Another student’s paper

13 Another student’s paper

14 ProQuest Document

Suspected Entry: 100% match

Uploaded – Spleaker notes x

UNIVERSITY OF THE CUMBERLAND’S

Source – Another student’s paper
University of Cumberland’s

Suspected Entry: 100% match

Uploaded – Spleaker notes x
DATA SCIENCE & BIG DATA ANALYTICS

Source – Another student’s paper
Data Science & Big Data Analytics

Suspected Entry: 100% match

Uploaded – Spleaker notes x
MANY COMPANIES THINK OF CUSTOMER
SERVICE AS A COST TO BE MINIMIZED, RATHER
THAN AN INVESTMENT TO BE MAXIMIZED

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Many companies think of customer service as a cost
to be minimized, rather than an investment to be
maximized

3/22/2020 SafeAssign Originality Report

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Suspected Entry: 100% match

Uploaded – Spleaker notes x
HERE’S THE ISSUE WITH THAT

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Here’s the issue with that

Suspected Entry: 100% match

Uploaded – Spleaker notes x
IF YOU THINK OF SUPPORT AS A COST CENTER,
THEN IT WILL BE

Source – https://www.groovehq.com/blog/reduce-
customer-churn

if you think of support as a cost center, then it will be

Suspected Entry: 99% match

Uploaded – Spleaker notes x
THAT IS, IF YOU DON’T PRIORITIZE SUPPORT
AND WORK TO DELIVER EXCELLENT SERVICE
TO YOUR CUSTOMERS, THEN IT’S ONLY GOING
TO COST YOU MONEY

Source – https://www.groovehq.com/blog/reduce-
customer-churn

That is, if you don’t prioritize support and work to
deliver excellent service to your customers, then it’s
only going to cost you money

Suspected Entry: 99% match

Uploaded – Spleaker notes x
A DISPROPORTIONATE AMOUNT OF YOUR
CUSTOMER CHURN WILL TAKE PLACE
BETWEEN (1) AND (2)

Source – https://www.groovehq.com/blog/reduce-
customer-churn

A disproportionate amount of your customer churn will
take place between (1) and (2)

Suspected Entry: 100% match

Uploaded – Spleaker notes x
THAT’S WHERE CUSTOMERS ABANDON YOUR
PRODUCT BECAUSE THEY GET LOST, DON’T
UNDERSTAND SOMETHING, DON’T GET VALUE
FROM THE PRODUCT, OR SIMPLY LOSE
INTEREST

Source – https://www.groovehq.com/blog/reduce-
customer-churn

That’s where customers abandon your product
because they get lost, don’t understand something,
don’t get value from the product, or simply lose
interest

Suspected Entry: 100% match

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Uploaded – Spleaker notes x
BAD ONBOARDING – THE PROCESS BY WHICH
YOU HELP A CUSTOMER GO FROM (1) TO (2) –
CAN CRUSH YOUR RETENTION RATE, AND
UNDO ALL OF THAT HARD WORK YOU DID TO
GET YOUR CUSTOMERS TO CONVERT IN THE
FIRST PLACE

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Bad onboarding – the process by which you help a
customer go from (1) to (2) – can crush your retention
rate, and undo all of that hard work you did to get
your customers to convert in the first place

Suspected Entry: 90% match

Uploaded – Spleaker notes x
SLIDE 5 WHILE ONBOARDING GETS YOUR
CUSTOMER TO THEIR INITIAL SUCCESS, YOUR
JOB ISN’T DONE THERE

Source – https://www.groovehq.com/blog/reduce-
customer-churn

While onboarding gets your customer to their initial
success, your job isn’t done there

Suspected Entry: 100% match

Uploaded – Spleaker notes x
HUNDREDS OF VARIABLES – INCLUDING
CHANGING NEEDS, CONFUSION ABOUT NEW
FEATURES AND PRODUCT UPDATES,
EXTENDED ABSENCES FROM THE PRODUCT
AND COMPETITOR MARKETING – COULD LEAD
YOUR CUSTOMERS AWAY

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Hundreds of variables – including changing needs,
confusion about new features and product updates,
extended absences from the product and competitor
marketing – could lead your customers away

Suspected Entry: 100% match

Uploaded – Spleaker notes x
IF YOUR CUSTOMERS STOP HEARING FROM
YOU, AND YOU STOP HELPING THEM GET
VALUE FROM YOUR PRODUCT THROUGHOUT
THEIR ENTIRE LIFECYCLE, THEN YOU RISK
MAKING THAT LIFECYCLE MUCH, MUCH
SHORTER

Source – https://www.groovehq.com/blog/reduce-
customer-churn

If your customers stop hearing from you, and you stop
helping them get value from your product throughout
their entire lifecycle, then you risk making that
lifecycle much, much shorter

Suspected Entry: 94% match

Uploaded – Spleaker notes x
FURTHERMORE, NOT EVERY CUSTOMER THAT
ABANDONS YOU DOES SO BECAUSE YOU
FAILED

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Not every customer that abandons you does so
because you failed

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Suspected Entry: 99% match

Uploaded – Spleaker notes x
SOMETIMES, CUSTOMERS GO OUT OF
BUSINESS

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Sometimes, customers go out of business

Suspected Entry: 100% match

Uploaded – Spleaker notes x
SOMETIMES, OPERATIONAL OR STAFF
CHANGES LEAD TO VENDOR SWITCHES

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Sometimes, operational or staff changes lead to
vendor switches

Suspected Entry: 99% match

Uploaded – Spleaker notes x
SOMETIMES, THEY SIMPLY OUTGROW YOUR
PRODUCT OR SERVICE

Source – https://www.groovehq.com/blog/reduce-
customer-churn

Sometimes, they simply outgrow your product or
service

Suspected Entry: 79% match

Uploaded – Spleaker notes x
(SALLOUM, 2016) SLIDE 6 CUSTOMER CHURN
ANALYSIS REFERS TO THE CUSTOMER
ATTRITION RATE IN A COMPANY

Source – https://www.gainsight.com/your-
success/what-is-customer-churn-analysis/

Customer churn analysis refers to the customer
attrition rate in a company

Suspected Entry: 99% match

Uploaded – Spleaker notes x
THIS ANALYSIS HELPS SAAS COMPANIES
IDENTIFY THE CAUSE OF THE CHURN AND
IMPLEMENT EFFECTIVE STRATEGIES FOR
RETENTION

Source – https://www.gainsight.com/your-
success/what-is-customer-churn-analysis/

This analysis helps SaaS companies identify the
cause of the churn and implement effective strategies
for retention

Suspected Entry: 100% match

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Uploaded – Spleaker notes x
GAINSIGHT UNDERSTANDS THE NEGATIVE
IMPACT THAT CHURN RATE CAN HAVE ON
COMPANY PROFITS

Source – https://www.gainsight.com/your-
success/what-is-customer-churn-analysis/

Gainsight understands the negative impact that churn
rate can have on company profits

Suspected Entry: 99% match

Uploaded – Spleaker notes x
NAMED AS THE “2014 COOL VENDOR FOR CRM
SALES”

Source – https://www.gainsight.com/your-
success/what-is-customer-churn-analysis/

Named as the “2014 cool vendor for CRM sales”

Suspected Entry: 100% match

Uploaded – Spleaker notes x
(BY GARTNER), GAINSIGHT’S CUSTOMER
INTELLIGENCE AND RETENTION PROCESS
AUTOMATION TECHNOLOGY

Source – https://www.gainsight.com/your-
success/what-is-customer-churn-analysis/

(by Gartner), Gainsight’s customer intelligence and
retention process automation technology

Suspected Entry: 100% match

Uploaded – Spleaker notes x
THE AFTERMATH OF CHURN IS LONG-
REACHING

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

The Aftermath of Churn is Long-Reaching

Suspected Entry: 99% match

Uploaded – Spleaker notes x
SOME BUSINESSES THINK, “IF A CUSTOMER
STAYS LONG ENOUGH TO PAY FOR THE COST
OF ACQUIRING THEM, THEN WE’VE OPERATED
AT A NET PROFIT.” THIS IGNORES ALL THE
VALUE YOU’VE LOST FROM FUTURE
OPPORTUNITIES WITH THEM

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Some businesses think, “If a customer stays long
enough to pay for the cost of acquiring them, then
we’ve operated at a net profit.” This ignores all the
value you’ve lost from future opportunities with them

Suspected Entry: 100% match

Uploaded – Spleaker notes x Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

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YOU’VE NOW LOST THE CHANCE TO UPSELL
THEM WITH OTHER PRODUCTS OR SERVICES IN
YOUR PORTFOLIO

You’ve now lost the chance to upsell them with other
products or services in your portfolio

Suspected Entry: 100% match

Uploaded – Spleaker notes x
YOU’VE REDUCED YOUR TOTAL ADDRESSABLE
MARKET BECAUSE THOSE CUSTOMERS HAVE
BEEN REMOVED FROM IT

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

You’ve reduced your total addressable market
because those customers have been removed from it

Suspected Entry: 100% match

Uploaded – Spleaker notes x
WHAT’S MORE, YOUR BRAND IS NOW LIKELY
TARNISHED IN THE MINDS OF YOUR SPURNED
CUSTOMER

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

What’s more, your brand is now likely tarnished in the
minds of your spurned customer

Suspected Entry: 100% match

Uploaded – Spleaker notes x
CHURN HELPS YOUR COMPETITORS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Churn Helps Your Competitors

Suspected Entry: 100% match

Uploaded – Spleaker notes x
CHURNED CLIENTS TEND TO BE VOCAL ABOUT
WHY THEY’VE LEFT YOU

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Churned clients tend to be vocal about why they’ve
left you

Suspected Entry: 100% match

Uploaded – Spleaker notes x
NEGATIVE CUSTOMER REVIEWS ARE A GIFT TO
YOUR COMPETITORS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Negative customer reviews are a gift to your
competitors

3/22/2020 SafeAssign Originality Report

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Suspected Entry: 99% match

Uploaded – Spleaker notes x
AS POSITIVE CUSTOMER REFERENCES CAN
OFTEN MAKE OR BREAK A DEAL, NEGATIVE
REFERENCES ACT AS POWERFUL AMMUNITION
FOR YOUR COMPETITORS TO POSITION
AGAINST YOUR PRODUCT

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

As positive customer references can often make or
break a deal, negative references act as powerful
ammunition for your competitors to position against
your product

Suspected Entry: 90% match

Uploaded – Spleaker notes x
AND YOUR COMPETITORS HAVE NO QUALMS
ABOUT USING THEM AGAIN AND AGAIN WITH
NEW PROSPECTS (HAZEN, 2014)

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

And your competitors have no qualms about using
them again and again with new prospects

Suspected Entry: 100% match

Uploaded – Spleaker notes x
THOSE CHURNED CUSTOMERS JUST MAY COME
BACK TO PREVENT YOU FROM CLOSING YOUR
NEXT DEAL AND HITTING YOUR REVENUE
GOALS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Those churned customers just may come back to
prevent you from closing your next deal and hitting
your revenue goals

Suspected Entry: 100% match

Uploaded – Spleaker notes x
HIGH CUSTOMER CHURN MAY INDICATE BIGGER
PROBLEMS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

High Customer Churn May Indicate Bigger Problems

Suspected Entry: 100% match

Uploaded – Spleaker notes x
JUST LIKE HAPPY MARRIAGES DON’T END IN
DIVORCE, HAPPY CUSTOMERS RARELY LEAVE

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Just like happy marriages don’t end in divorce, happy
customers rarely leave

Suspected Entry: 100% match

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Uploaded – Spleaker notes x
HIGH CHURN INDICATES THAT SOMETHING IS
FAILING IN YOUR CUSTOMER RELATIONSHIPS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

High churn indicates that something is failing in your
customer relationships

Suspected Entry: 99% match

Uploaded – Spleaker notes x
HAS YOUR PRODUCT OR SERVICE FAILED TO
DELIVER ON CLIENT EXPECTATIONS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Has your product or service failed to deliver on client
expectations

Suspected Entry: 100% match

Uploaded – Spleaker notes x
DOES YOUR CUSTOMER ONBOARDING
PROCESS NEED TO BE FIXED

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Does your customer onboarding process need to be
fixed

Suspected Entry: 100% match

Uploaded – Spleaker notes x
ARE YOU DEVOTING ENOUGH ATTENTION TO
YOUR CLIENTS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Are you devoting enough attention to your clients

Suspected Entry: 100% match

Uploaded – Spleaker notes x
EVEN IF A HIGH CHURN RATE IS FROM
FACTORS BEYOND YOUR CONTROL, IT
REFLECTS POORLY ON YOUR COMPANY AND
YOUR PRODUCT

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Even if a high churn rate is from factors beyond your
control, it reflects poorly on your company and your
product

Suspected Entry: 100% match

Uploaded – Spleaker notes x
CHURN HURTS YOUR VALUATION

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Churn Hurts Your Valuation

3/22/2020 SafeAssign Originality Report

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Suspected Entry: 99% match

Uploaded – Spleaker notes x
CHURN RATE IS A CRITICAL FACTOR IN HOW
INVESTORS VIEW YOUR COMPANY

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Churn rate is a critical factor in how investors view
your company

Suspected Entry: 100% match

Uploaded – Spleaker notes x
VC FIRMS LOOK AT CUSTOMER CHURN TO
DETERMINE IF YOUR PRODUCT HAS LEGS ON
THE MARKET, AND RETENTION RATE IS
ESSENTIAL IN SOFTWARE-AS-A-SERVICE
(SAAS) PUBLIC VALUATIONS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

VC firms look at customer churn to determine if your
product has legs on the market, and retention rate is
essential in Software-as-a-Service (SaaS) public
valuations

Suspected Entry: 100% match

Uploaded – Spleaker notes x
SMART SAAS INVESTORS USE CUSTOMER
LIFETIME VALUE (LTV) AS A METRIC TO
PREDICT HOW MUCH PROFIT YOU WILL MAKE
AND ANALYZE THE HEALTH OF A COMPANY

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

Smart SaaS investors use Customer Lifetime Value
(LTV) as a metric to predict how much profit you will
make and analyze the health of a company

Suspected Entry: 100% match

Uploaded – Spleaker notes x
HIGH CHURN RATES REDUCE LTV AND CAN
MAKE INVESTORS DOUBT THE STRENGTH OF
YOUR BUSINESS

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

High churn rates reduce LTV and can make investors
doubt the strength of your business

Suspected Entry: 100% match

Uploaded – Spleaker notes x
SO, IF YOU’RE CHURNING AND BURNING YOUR
CUSTOMERS, YOU’RE LIKELY MAKING YOUR
INVESTORS PRETTY UNHAPPY

Source – https://www.bullhorn.com/blog/2016/09/4-
ways-customer-churn-hurts-business/

So, if you’re churning and burning your customers,
you’re likely making your investors pretty unhappy

3/22/2020 SafeAssign Originality Report

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Suspected Entry: 70% match

Uploaded – Spleaker notes x
(WALLER AND FAWCETT, 2013) SLIDE 18

Source – Another student’s paper
(Waller & Fawcett, 2013)

Suspected Entry: 99% match

Uploaded – Spleaker notes x
OPTIMOVE GOES BEYOND SIMPLY PREDICTING
WHICH CUSTOMERS WILL ABANDON THE
BUSINESS BY PROVIDING EARLY WARNINGS
REGARDING CUSTOMERS WHOSE LIFETIME
VALUE PREDICTION HAS DECLINED
SUBSTANTIALLY DURING THE RECENT PERIOD,
EVEN THOUGH THEY ARE STILL ACTIVE AND
MAY NOT ABANDON THE BUSINESS ENTIRELY
IN THE NEAR FUTURE

Source –
https://www.optimove.com/resources/learning-
center/customer-churn-prediction-and-prevention

Optimove goes beyond simply predicting which
customers will abandon the business by providing
early warnings regarding customers whose lifetime
value prediction has declined substantially during the
recent period, even though they are still active and
may not abandon the business entirely in the near
future

Suspected Entry: 96% match

Uploaded – Spleaker notes x
(ERL, 2016) OPTIMOVE’S ABILITY TO IDENTIFY
CUSTOMERS WHICH FALL INTO THIS
“DECLINER” CATEGORY HELPS MARKETERS
INCREASE REVENUES FROM EXISTING
CUSTOMERS, WHILE SIMULTANEOUSLY
REDUCING THE NUMBER OF CUSTOMERS WHO
MAY FALL INTO THE RISK-OF-CHURN
CATEGORY

Source –
https://www.optimove.com/resources/learning-
center/customer-churn-prediction-and-prevention

Optimove’s ability to identify customers which fall into
this “decliner” category helps marketers increase
revenues from existing customers, while
simultaneously reducing the number of customers
who may fall into the risk-of-churn category

Suspected Entry: 92% match

Uploaded – Spleaker notes x
COMMUNICATING WITH THE CUSTOMERS DOES
MIRACLES IN ANALYZING CHURN

Source –

https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

In fact, communicating with the customers does
miracles in analyzing churn

Suspected Entry: 74% match

Uploaded – Spleaker notes x

3/22/2020 SafeAssign Originality Report

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THE COMPANY NEEDS TO BE ACTIVELY USING
ALL CHANNELS FOR THAT Source –

https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

And you need to be actively using all channels for that

Suspected Entry: 91% match

Uploaded – Spleaker notes x
THE VALUABLE FEEDBACK ON HOW WELL
THEY SERVE THEIR CUSTOMERS IS JUST A
PHONE CALL, AN E-MAIL OR A SURVEY AWAY

Source –
https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

The valuable feedback on how well you serve your
customers is just a phone call, an e-mail or a survey
away

Suspected Entry: 79% match

Uploaded – Spleaker notes x
ALSO, ANOTHER WAY TO PREVENT CHURN IS
TO ACTIVELY ENGAGE THE CUSTOMERS WITH
THE PRODUCT (AGARWAL, 2014)

Source –
https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

Another way to prevent churn is to actively engage
your customers with your product

Suspected Entry: 74% match

Uploaded – Spleaker notes x
THE COMPANY SHOULD GIVE ITS CUSTOMERS
REASONS TO KEEP COMING BACK BY
SHOWING THEM THE DAY-TO-DAY VALUE OF
USING THEIR PRODUCTS, BY MAKING THEIR
PRODUCTS AND SERVICES A PART OF THEIR
DAILY WORKFLOW

Source –
https://www.superoffice.co.uk/resources/articles/custo
mer-churn/

Give your customers reasons to keep coming back by
showing them the day-to-day value of using your
products, by making your products, services, offers,
etc

Suspected Entry: 100% match

Uploaded – Spleaker notes x
PHONE, E-MAIL, WEBSITE, LIVE CHAT, AND
SOCIAL MEDIA

Source – https://www.superoffice.se/blog/reduce-
customer-churn/

phone, e-mail, website, live chat, and social media

3/22/2020 SafeAssign Originality Report

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Suspected Entry: 95% match

Uploaded – Spleaker notes x
LASTLY, OFFERING INCENTIVES AND DISCOUNT
OFFERS IS WIDELY REGARDED AS THE MOST
EFFECTIVE TACTIC IN REDUCING CHURN

Source – https://www.superoffice.se/blog/reduce-
customer-churn/

Offering incentives and discount offers is widely
regarded as the most effective tactic in reducing
churn

Suspected Entry: 100% match

Uploaded – Spleaker notes x
BIG DATA, DATA SCIENCE, AND ANALYTICS

Source – Another student’s paper
Data Science and Big Data Analytics

Suspected Entry: 100% match

Uploaded – Spleaker notes x
A., & FAWCETT, S

Source – ProQuest Document
A., Fawcett, S

Suspected Entry: 100% match

Uploaded – Spleaker notes x
DATA SCIENCE, PREDICTIVE ANALYTICS, AND
BIG DATA

Source – ProQuest Document
Data Science, Predictive Analytics, and Big Data

Suspected Entry: 65% match

Uploaded – Spleaker notes x
A REVOLUTION THAT WILL TRANSFORM
SUPPLY CHAIN DESIGN AND ERL, T., KHATTAK,
W., & BUHLER, P

Source – ProQuest Document
A Revolution That Will Transform Supply Chain
Design and Management

Suspected Entry: 100% match

Uploaded – Spleaker notes x
JOURNAL OF BUSINESS LOGISTICS, 34(2), 77-84

Source – ProQuest Document
Journal of Business Logistics, 34(2), 77-84

3/22/2020 SafeAssign Originality Report

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Suspected Entry: 100% match

Uploaded – Spleaker notes x
SALLOUM, S., DAUTOV, R., CHEN, X., PENG, P

Source – Another student’s paper
Salloum, S., Dautov, R., Chen, X., Peng, P

Suspected Entry: 100% match

Uploaded – Spleaker notes x
X., & HUANG, J

Source – Another student’s paper
X., & Huang, J

Suspected Entry: 100% match

Uploaded – Spleaker notes x
BIG DATA ANALYTICS ON APACHE SPARK

Source – Another student’s paper
Big data analytics on Apache Spark

Suspected Entry: 100% match

Uploaded – Spleaker notes x
INTERNATIONAL JOURNAL OF DATA SCIENCE
AND ANALYTICS, 1(3-4), 145-164

Source – Another student’s paper
International Journal of Data Science and Analytics,
1(3-4), 145-164

Suspected Entry: 99% match

Uploaded – Spleaker notes x
T., BOONE, C

Source – Another student’s paper
T., Boone, C

Suspected Entry: 100% match

Uploaded – Spleaker notes x
A., EZELL, J

Source – Another student’s paper
A., Ezell, J

Suspected Entry: 100% match

Uploaded – Spleaker notes x
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AN INTRODUCTION TO THE PROBLEM AND
SUGGESTIONS FOR RESEARCH AND
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INTERNATIONAL JOURNAL OF PRODUCTION
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DATA QUALITY FOR DATA SCIENCE, PREDICTIVE
ANALYTICS, AND BIG DATA IN SUPPLY CHAIN
MANAGEMENT

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Data quality for data science, predictive analytics, and
big data in supply chain management

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3085.3086.202020-COMBINED-FULLTERM – SPRING 2020 – DATA SCIENCE & BIG DATA ANALY (ITS-836-30) (ITS-836-31) – COMBINED – FULL
TERM

Presentation
Himabindu

Aratikatla

on Sun, Mar 22 2020, 3:01 PM

48% highest match
Submission ID: fc388d45-2c37-4c3a-a79e-603bea4d3ebc

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DATASCIENCEANDBIGDATAANALYSIS.pptx

ANALYTICS PLAN TO REDUCE CUSTOMER CHURN AT YORE BLENDS Himabindu

Aratikatla

UNIVERSITY OF THE CUMBERLAND’S

INTRODUCTION

2 YORE BLENDS (YB) IS A FICTIONAL ONLINE COMPANY DEDICATED TO

SELLING SUBSCRIPTION-BASED TRADITIONAL SPICE BLENDS COUPLED

WITH ADDITIONAL COMPLEMENTARY PRODUCTS.

Yore Blends (YB) aspire to growing through mergers and acquisitions.

To do this, they need a strong customer base and steady revenue.

2 YORE BLENDS IS CONCERNED WITH THE RATE OF CUSTOMER CHURN.

COMPANY’S PROBLEM

Yore Blends has been in existence for years.

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DATASCIENCEANDBIGDATAANALYSIS.pptx
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Nonetheless, the company is considering to expand through mergers and acquisition.

However, they are experiencing customer

churn.

A considerable percentage of its clients don’t purchase their goods anymore.

As a result, the company needs to reduce customer attrition by at least 16%.

CAUSES FOR CUSTOMER CHURN

Poor customer care service

The company minimized rather than maximizing client cost

Bad onboarding Yore Blends clients failed to get value for the purchased products.

Clients might have lost interest in the company’s products.

4 MANY COMPANIES THINK OF CUSTOMER SERVICE AS A COST TO BE

MINIMIZED, RATHER THAN AN INVESTMENT TO BE MAXIMIZED. HERE’S

THE ISSUE WITH THAT: IF YOU THINK OF SUPPORT AS A COST CENTER,

THEN IT WILL BE. THAT IS, IF YOU DON’T PRIORITIZE SUPPORT AND WORK

TO DELIVER EXCELLENT SERVICE TO YOUR CUSTOMERS, THEN IT’S ONLY

GOING TO COST YOU MONEY. and customers. 4 A DISPROPORTIONATE

AMOUNT OF YOUR CUSTOMER CHURN WILL TAKE PLACE BETWEEN (1) AND

(2).

THAT’S WHERE CUSTOMERS ABANDON YOUR PRODUCT BECAUSE THEY

GET LOST, DON’T UNDERSTAND SOMETHING, DON’T GET VALUE FROM THE

PRODUCT, OR SIMPLY LOSE INTEREST.

BAD ONBOARDING – THE PROCESS BY WHICH YOU HELP A CUSTOMER GO

FROM (1) TO (2) – CAN CRUSH YOUR RETENTION RATE, AND UNDO ALL OF

THAT HARD WORK YOU DID TO GET YOUR CUSTOMERS TO CONVERT IN

THE FIRST PLACE.

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CAUSES FOR CUSTOMER CHURN (CONT.)

LIMITED CUSTOMER SUCCESS

Lack of updates regarding new products

Extended absence of the company-client communication

Natural Causes Customers may have grown out of the products.

May have resulted due to Vendor switches might

4 WHILE ONBOARDING GETS YOUR CUSTOMER TO THEIR INITIAL

SUCCESS, YOUR JOB ISN’T DONE THERE. HUNDREDS OF VARIABLES –

INCLUDING CHANGING NEEDS, CONFUSION ABOUT NEW FEATURES AND

PRODUCT UPDATES, EXTENDED ABSENCES FROM THE PRODUCT AND

COMPETITOR MARKETING – COULD LEAD YOUR CUSTOMERS AWAY. IF

YOUR CUSTOMERS STOP HEARING FROM YOU, AND YOU STOP HELPING

THEM GET VALUE FROM YOUR PRODUCT THROUGHOUT THEIR ENTIRE

LIFECYCLE, THEN YOU RISK MAKING THAT LIFECYCLE MUCH, MUCH

SHORTER. FURTHERMORE, NOT EVERY CUSTOMER THAT ABANDONS YOU

DOES SO BECAUSE YOU FAILED. SOMETIMES, CUSTOMERS GO OUT OF

BUSINESS. SOMETIMES, OPERATIONAL OR STAFF CHANGES LEAD TO

VENDOR SWITCHES. SOMETIMES, THEY SIMPLY OUTGROW YOUR

PRODUCT OR SERVICE. (Salloum, 2016)

REASONS TO ANALYZE CUSTOMER CHURN

The company will be in a position to understand client behavior.

The firm can predict clients with the probability of churning.

Contributes to customer retention programs.

Helps in the identification of the causes of client churn.

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6 CUSTOMER CHURN ANALYSIS REFERS TO THE CUSTOMER ATTRITION

RATE IN A COMPANY. THIS ANALYSIS HELPS SAAS COMPANIES IDENTIFY

THE CAUSE OF THE CHURN AND IMPLEMENT EFFECTIVE STRATEGIES FOR

RETENTION. GAINSIGHT UNDERSTANDS THE NEGATIVE IMPACT THAT

CHURN RATE CAN HAVE ON COMPANY PROFITS. NAMED AS THE “20

COOL VENDOR FOR CRM SALES” (BY GARTNER), GAINSIGHT’S CUSTOMER

INTELLIGENCE AND RETENTION PROCESS AUTOMATION TECHNOLOGY:

Gathers available customer behavior, transactions, demographics data and usage pattern

Converts structured and unstructured data/information into meaningful insights

Utilizes these insights to predict customers who are likely to churn

Identifies the causes for churn and works to resolve those issues

Engages with customers to foster relationships (Salloum, 2016) Implements effective

programs for customer retention

EFFECTS OF CUSTOMER CHURN

In the event that the company experiences customer churn, it will be affected in the following

ways;

It hurts the company’s valuations.

Gives advantages to the exiting competitors.

Customer churn is an indication of bigger problems for the company.

The eventualities of client churn are long-reaching for the company.

7 THE AFTERMATH OF CHURN IS LONG-REACHING

SOME BUSINESSES THINK, “IF A CUSTOMER STAYS LONG ENOUGH TO PAY

FOR THE COST OF ACQUIRING THEM, THEN WE’VE OPERATED AT A NET

PROFIT.” THIS IGNORES ALL THE VALUE YOU’VE LOST FROM FUTURE

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OPPORTUNITIES WITH THEM. YOU’VE NOW LOST THE CHANCE TO UPSELL

THEM WITH OTHER PRODUCTS OR SERVICES IN YOUR PORTFOLIO. YOU’VE

REDUCED YOUR TOTAL ADDRESSABLE MARKET BECAUSE THOSE

CUSTOMERS HAVE BEEN REMOVED FROM IT. WHAT’S MORE, YOUR BRAND

IS NOW LIKELY TARNISHED IN THE MINDS OF YOUR SPURNED CUSTOMER.

CHURN HELPS YOUR COMPETITORS

CHURNED CLIENTS TEND TO BE VOCAL ABOUT WHY THEY’VE LEFT YOU.

NEGATIVE CUSTOMER REVIEWS ARE A GIFT TO YOUR COMPETITORS. AS

POSITIVE CUSTOMER REFERENCES CAN OFTEN MAKE OR BREAK A DEAL,

NEGATIVE REFERENCES ACT AS POWERFUL AMMUNITION FOR YOUR

COMPETITORS TO POSITION AGAINST YOUR PRODUCT. AND YOUR

COMPETITORS HAVE NO QUALMS ABOUT USING THEM AGAIN AND AGAIN

WITH NEW PROSPECTS (HAZEN, 2014). THOSE CHURNED CUSTOMERS JUST

MAY COME BACK TO PREVENT YOU FROM CLOSING YOUR NEXT DEAL AND

HITTING YOUR REVENUE GOALS.

HIGH CUSTOMER CHURN MAY INDICATE BIGGER PROBLEMS

JUST LIKE HAPPY MARRIAGES DON’T END IN DIVORCE, HAPPY

CUSTOMERS RARELY LEAVE. HIGH CHURN INDICATES THAT SOMETHING

IS FAILING IN YOUR CUSTOMER RELATIONSHIPS. HAS YOUR PRODUCT OR

SERVICE FAILED TO DELIVER ON CLIENT EXPECTATIONS? DOES YOUR

CUSTOMER ONBOARDING PROCESS NEED TO BE FIXED? ARE YOU

DEVOTING ENOUGH ATTENTION TO YOUR CLIENTS? EVEN IF A HIGH

CHURN RATE IS FROM FACTORS BEYOND YOUR CONTROL, IT REFLECTS

POORLY ON YOUR COMPANY AND YOUR PRODUCT.

CHURN HURTS YOUR VALUATION

CHURN RATE IS A CRITICAL FACTOR IN HOW INVESTORS VIEW YOUR

COMPANY. VC FIRMS LOOK AT CUSTOMER CHURN TO DETERMINE IF YOUR

PRODUCT HAS LEGS ON THE MARKET, AND RETENTION RATE IS ESSENTIAL

IN SOFTWARE-AS-A-SERVICE (SAAS) PUBLIC VALUATIONS. SMART SAAS

INVESTORS USE CUSTOMER LIFETIME VALUE (LTV) AS A METRIC TO

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PREDICT HOW MUCH PROFIT YOU WILL MAKE AND ANALYZE THE HEALTH

OF A COMPANY. HIGH CHURN RATES REDUCE LTV AND CAN MAKE

INVESTORS DOUBT THE STRENGTH OF YOUR BUSINESS. SO, IF YOU’RE

CHURNING AND BURNING YOUR CUSTOMERS, YOU’RE LIKELY MAKING

YOUR INVESTORS PRETTY UNHAPPY.

HOW YORE BLEDS CAN IDENTIFY CUSTOMER CHURN POSSIBILITY

Decreasing number of support ticket

Negative reviews and increasing complaints

Reducing website activity

Not having many support tickets might sound like a good thing, but it can suggest that

customers are unengaged and have not fully adopted the company’s product. You could

assume they’re a product genius who never needs help, but it’s more likely they haven’t

invested in the product and aren’t taking the time to figure it out. Your product might be on

the budget chopping block next year.

Direct feedback, including negative reviews and social media complaints, is one of the best

indicators of company’s customers’ risk status. It’s clear that these customers have a problem

with the product, service, or organization, and just because they didn’t explicitly mention

leaving doesn’t mean they aren’t thinking about it.

By using a tool like web tracking, the HR may be able to see when customers view cancellation

or downgrade pages – a clear sign they’re interested in moving on from the company’s

product. (Hazen, 2014) 9

CHURN ANALYSIS IN YORE BLENDS

Yore Blends should carry out churn analysis to avoid loosing its clients.

This analysis will help the company to;

3 MEASURE CHURN RATE

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Monitor churn rate

REDUCE CHURN RATE

To prevent losing customers through customer attrition, companies turn to churn analytics.

This type of analytics helps them measure, monitor and reduce the churn rate. The need for

customer churn analytics is one of the reasons clients turn to BI implementation services. In

this article, our BI experts summarize the main benefits customer churn analysis can bring

and explain how to conduct it. (Hazen, 2014) 11

APPROPRIATE DATA SOURCE FOR CHURN ANALYTICS

Company’s billing System

Portfolio of the company’s products

Customer profiling based on customer care services

Client’s sentiments on the company’s blogs and posts

PROPOSED CUSTOMER CHURN CALCULATIONS

FOR YORE BLENDS

Calculating customer (=subscription) churn alone is not informative enough for this company,

as the percentage of all customers who choose to cease the relationship with the company

does not reflect its impact on your bottom line. To understand how customer churn affects the

companys it is necessary to calculate gross revenue churn (the percentage of revenue that is

lost during a targeted period) or employ more complex calculating methods.

CONSIDERATIONS WHEN CALCULATING CHURN RATE

Sample size

Time frame

Customer segments

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Seasonality

sample size Early on and under conditions of hyper growth, calculated churn rate is just as