Best Practice Report

Escape The Silent Treatment: Define, Predict, And Prevent Silent Customer Churn

March 24th, 2023
Brandon Purcell, VP, Principal Analyst
Brandon Purcell VP, Principal Analyst
Jeremy Vale, Researcher
Jeremy Vale Researcher
With contributors:
Aaron Katz , Aldila Yunus , Evan Megan , Jen Barton

Summary

Customer churn analysis delivers a range of positive business outcomes, but for industries where customers defect without a discrete moment of churn, it’s challenging to conduct. Predicting and preventing “silent churn” requires business professionals to define what churn means to them, apply one or multiple analytical methods, and deliver targeted actions to customers at different stages of the churn lifecycle. This report provides business professionals the steps to predict and prevent silent churn.

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