Analyzing Customer Churn Rate
Atanranshe Oluwabusola
Analyzing Customer Churn Rate
This project involved the analysis of customer churn for a fictional company, Databel, with the aim of uncovering patterns and key factors that influence customer retention. By analyzing customer behavior, transaction history, and reasons for churn, this project helps businesses understand the reasons behind losing customers and provides actionable insights to improve customer retention strategies.
Using Excel, I built a comprehensive churn analysis dashboard that tracks the churn rate, identifies high-risk customers, and categorizes churn based on various factors, such as customer demographics, subscription plans, and competitor influence. The insights provided help businesses take targeted actions to reduce churn and improve overall customer satisfaction.
Key Features:
Churn Rate Analysis:
Overall Churn Rate: Tracks the percentage of customers who have stopped using the service or product within a given time period, offering a quick overview of the company’s retention.
Churn by Customer Segments: Analyzes churn based on key factors such as customer age, location, and product usage, allowing businesses to see where they may be losing customers.
Churn by Subscription Plan: Investigates if certain plans or pricing tiers have a higher churn rate, helping businesses identify which products or services need improvement.
Customer Retention Trends:
Monthly and Yearly Churn Trends: Visualizes churn data over time, highlighting whether churn is increasing or decreasing and identifying seasonal patterns.
Retention by Cohort: Segments customers based on their start date and tracks their retention, providing insights into which cohorts have higher or lower retention rates.
Reason for Churn Analysis:
Churn by Reason: Categorizes churn reasons, such as competitor offerings, price sensitivity, or lack of product features, enabling the company to understand why customers are leaving.
Customer Feedback: Integrates customer survey data to identify potential areas for product or service improvement and to understand the main drivers of churn.
High-Risk Customer Identification:
Customer Lifetime Value (CLV): Evaluates which high-value customers are at risk of churning, allowing businesses to prioritize retention efforts on these key accounts.
Behavioral Analytics: Tracks behavioral signals, such as reduced usage, support tickets, or delayed payments, to identify customers who may be on the verge of leaving.
Interactive Dashboard:
Dynamic Filters: Users can filter data by customer segment, time period, or churn reason, making it easier to analyze different aspects of customer churn.
Data Visualization: Displays churn data using bar charts, pie charts, and heat maps, helping to quickly identify areas of concern and success.
Additional Features:
Root Cause Analysis: Provides insights into the underlying causes of high churn rates, whether related to product, pricing, or customer service, helping businesses address core issues.
Retention Strategies: Generates recommendations based on churn analysis, such as personalized offers, loyalty programs, or customer engagement initiatives.
Predictive Analytics: Uses historical churn data to predict potential future churn rates and to suggest proactive retention measures.
User Engagement:
This Churn Analysis Dashboard provides a powerful tool for business owners, analysts, and marketing teams to understand and address churn. It offers a data-driven approach to retaining valuable customers by identifying high-risk customers early, uncovering reasons for churn, and providing actionable insights to improve customer retention.
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Posted Mar 8, 2025
: Highlights key insights on churn rates, identifying trends, high-risk regions, and potential causes to help improve retention strategies.
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3
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12
Timeline
Dec 8, 2024 - Dec 11, 2024
Clients
Personal Project
