Customer Churn Analysis

High Level Design

Overview

Businesses with recurring revenue have a unique set of challenges with customer churn analysis and client retention. There can be many contributing factors to this complexity including but not limited to transaction records added only on purchases but not cancellations, historical measurement capturing users who have not yet had the chance to repurchase, or varying repurchase cadences requiring independent measurement. In data modeling and formulation this can mean an entirely different approach compared to their brick and mortar peers. This customer churn analysis dashboard provides churn and customer growth analysis by leveraging Sisense’s dashboard functions.

Goals

Minimize churn and identify potential causes of customer loss.

Objectives

• Relate churn to customer cohorts to identify what customers are affecting the KPI
• Increase customer growth and retain dedicated customers when they do churn
• Identify timing of business decisions to churn results

KPI Architecture

Objectives	KPIs	Measures	Data Source
Relate churn to customer cohorts to identify what customers are affecting the KPI	Lost customers by join month	# of customers by month	MSSQL
Identify timing of business decisions to churn results	Churn	Count of customers that have not joined this month / customers from last month
	Churn % Change	% change of above formula month to month
	Net Customer Gain	gained customers – lost customers
	Customer Gain	count of customers joined
	Customer Loss	count of customers left

Data Modeling (Elasticube Design)

Plugins & Scripts

• Jump to Dashboard Plugin
• Tabber Plugin
• Smart Label Plugin
• Hide Line Script
• Format Widget Scripts (refer to indicator widget scripts)