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)

customer churn analysis

Plugins & Scripts

Implementation
Kit

The following resources will enable you to design your dashboard and data model with sample data and then apply it to your own data. Note that you will need to have a previously installed version of Sisense (you can use the free trial version if you’re not a customer).

Sample data and dashboard examples (direct download)

Documentation