IDENTIFYING AND MITIGATING CUSTOMER CHURN RISK
The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of data for a set of customers of a product, wherein the set of data comprises a set of churn risk levels for the customer. Next, the system uses the set of data to display a graphical user interface (GUI) comprising a chart of renewal opportunities with the set of customers, for the product, over an upcoming time interval. The system then displays, in the GUI, a representation of a churn risk level for each customer in the set of customers with a renewal opportunity in the chart.
1 . A method, comprising:
obtaining a set of data for a set of customers of a product, wherein the set of data comprises a set of churn risk levels for the customers;
using the set of data to display, by a computer system, a graphical user interface (GUI) comprising a chart of renewal opportunities with the set of customers, for the product, over an upcoming time interval; and
displaying, in the GUI, a representation of a churn risk level for each customer in the set of customers with a renewal opportunity in the chart.
2 . The method of claim 1 , further comprising:
displaying one or more values of the data based on a position of a cursor in the GUI.
3 . The method of claim 2 , wherein the one or more values comprise:
a customer name;
a location;
a renewal target amount; and
a renewal date.
4 . The method of claim 2 , wherein the one or more values comprise:
one or more risk factors associated with the churn risk level; and
one or more criteria used to identify the one or more risk factors.
5 . The method of claim 1 , further comprising:
obtaining one or more filters for the data from a user through the GUI;
matching the one or more filters to a pre-defined subset of the data; and
using the pre-defined subset of the data to update the chart.
6 . The method of claim 5 , wherein the one or more filters comprise at least one of:
the churn risk level;
a location;
a company size;
an industry; and
a renewal target amount.
7 . The method of claim 1 , further comprising:
aggregating the data into one or more statistics; and
displaying the one or more statistics in the GUI.
8 . The method of claim 7 , wherein the one or more statistics comprise at least one of:
a number of renewal opportunities;
a number of high-risk renewal opportunities;
a percentage of high-risk renewal opportunities;
a total renewal target amount;
a high-risk renewal target amount; and
a percentage associated with the high-risk renewal target amount.
9 . The method of claim 1 , wherein obtaining the set of data for the set of customers comprises:
inputting a set of features for a customer of the product into a statistical model, wherein the set of features comprises a company segment of the customer;
using the statistical model to predict a churn risk of the customer; and
applying one or more thresholds to the churn risk to determine the churn risk level of the customer.
10 . The method of claim 10 , wherein obtaining the set of data for the set of customers further comprises:
obtaining, from a user, an update to the churn risk level of the customer through the GUI;
including the update in training data for the statistical model; and
using the training data to produce a new version of the statistical model.
11 . The method of claim 1 , further comprising:
displaying, in the GUI, one or more risk types associated with the churn risk level; and
providing, through the GUI, a recommendation for reducing the churn risk level based on the one or more risk types.
12 . An apparatus, comprising:
one or more processors; and
memory storing instructions that, when executed by the one or more processors, cause the apparatus to:
obtain a set of data for a set of customers of a product, wherein the set of data comprises a set of churn risk levels for the customers;
using the set of data to display a graphical user interface (GUI) comprising a chart of renewal opportunities with the set of customers, for the product, over an upcoming time interval; and
display, in the GUI, a representation of a churn risk level for each customer in the set of customers with a renewal opportunity in the chart.
13 . The apparatus of claim 12 , wherein the memory further stores instructions that, when executed by the one or more processors, cause the apparatus to:
display one or more values of the data based on a position of a cursor in the GUI.
14 . The apparatus of claim 13 , wherein the one or more values comprise:
a customer name;
a location;
a renewal target amount; and
a renewal date.
15 . The apparatus of claim 13 , wherein the one or more values comprise:
one or more risk factors associated with the churn risk level; and
one or more criteria used to identify the one or more risk factors.
16 . The apparatus of claim 12 , wherein the memory further stores instructions that, when executed by the one or more processors, cause the apparatus to:
obtain one or more filters for the data from a user through the GUI;
match the one or more filters to a pre-defined subset of the data; and
use the pre-defined subset of the data to update the chart.
17 . The apparatus of claim 16 , wherein the one or more filters comprise at least one of:
the churn risk level;
a location;
a company segment;
a company size;
an industry; and
a renewal target amount.
18 . The apparatus of claim 12 , wherein obtaining the set of data for the set of customers comprises:
inputting a set of features for a customer of the product into a statistical model, wherein the set of features comprises a company segment of the customer;
using the first statistical model to predict a churn risk of the customer; and
applying one or more thresholds to the churn risk to determine the churn risk level of the customer.
19 . A system, comprising:
an analysis non-transitory computer-readable medium comprising instructions that, when executed by one or more processors, cause the system to obtain a set of data for a set of customers of a product, wherein the set of data comprises a set of churn risk levels for the customers; and
a management non-transitory computer-readable medium comprising instructions that, when executed by one or more processors, cause the system to:
use the set of data to display a graphical user interface (GUI) comprising a chart of renewal opportunities with the set of customers, for the product, over an upcoming time interval; and
display, in the GUI, a representation of a churn risk level for each customer in the set of customers with a renewal opportunity in the chart.
20 . The system of claim 19 , wherein obtaining the set of data associated with the churn risk for the set of customers comprises:
inputting a set of features for a customer of the product into a statistical model, wherein the set of features comprises a company segment of the customer;
using the first statistical model to predict a churn risk of the customer; and
applying one or more thresholds to the churn risk to determine the churn risk level of the customer.