BUS5CA: Customer Analytics and Social Media - Customer Churn Analysis - Business Assignment Help

Assignment Task:

Learning Objective: 

The learning objective of this last assignment is to further develop your customer analytics  skills via performing customer churn analysis tasks. 

Case Study: 

Customer retention  is a  critical  stage  for customer  relationship  management  (CRM),  in  particular for established  businesses  after  their initial  exponential  growth.  Churn management  or  attrition management  is  important  as  when  customers  leave,  there  are negative  impacts  on  revenues. Churn  analytics  has been  widely  applied  to  proactive  customer  retention  where  descriptive  and  predictive  analytics  are  utilised  to  identify  and  predict customer propensity to churn.  

Alpha  Bank  is conducting  an  analysis  on  their  existing  customer  base  with  their  demographics information and account information recorded. As a business analyst, you are  tasked to analyse the data to provide insights of the churn population and develop as well  as evaluate predictive models for customer retention purposes.  

Requirements: 

The project is seeking insights and solutions relating to: 

• Understanding the characteristics of its churned and not-churned customers; • Understanding  the  characteristics of loyal  customers  (i.e.  customers  who  do not  churn and are above a certain threshold of the tenure value*); 

• Developing and evaluating models to predict customer propensity to churn; • Recommending potential campaigns to buy back or win back the valued customers who churned.

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