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27

Apr

2018

The Unintended Consequences of Predicting Customer Churn

Author: Bill King

Customer churn, also known as customer turnover or attrition, is the loss of customers. Customer churn rate is considered by some to be a key metric because the cost of retaining customers is far less than recruiting. Recovered long-term customers may be more valuable than new customers because of their familiarity with the brand.

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