Capstone – Project

Recruit and Retain our Customers

A Collaboration Between

Engagement Synopsis

Our customer retention is better than the industry average, yet still unacceptable (5% +/mo). Through experience and other machine learning projects, we have come to believe that one of the making drivers of our customer retention is employee retention. We would like to work with a MSBA Capstone team to review the drivers of sales and account management retention so that we can better retain the employees with direct customer interaction that we have and do a better job of hiring in the future for retention purposes. What characteristics are most common among clients that cancel within their first year?
  • What is the likelihood of cancellation when all of these characteristics are found in a client?
  • What is the likelihood of cancellation when 75%, 50%,  or <50% of these characteristics are found in a client?
  • What is the likelihood of cancellation when those same characteristics are present in clients past the 1-year mark?
What characteristics are most common among clients that have been with us over 2 years?
  • What is the likelihood of reaching 2+ years when all of these characteristics are found in a client?
  • What is the likelihood of reaching 2+ years when 75%, 50%,  or <50% of these characteristics are found in a client?
     

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