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US 20130054306A1
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2013/0054306 A1 Bhalla et a]. (54)
(43) Pub. Date:
CHURN ANALYSIS SYSTEM
Publication Classi?cation
(76) Inventors: Anuj Bhalla, Lake Hopatcong, NJ (US);
(51) Int. Cl. G06Q 30/02 (52) us. Cl.
Vukieali Amonj u, Houston, TX (US); Terry Lynn Walls, Duluth, GA (US); Robert Wayne Honts, Austin, TX (US); Matthew Dean Logering, Bloomington, MN (US)
(22) Filed:
ABSTRACT
and reduce customer churn. The system analyzes customer
experiences by using an insightful block level approach to
’
correlate customer experience With customer churn. Through .
.
the block level approach, the system is able to more accu
Related U's' Apphcatlon Data (60)
705/731
A chum analysis system helps a business analyze, predict,
30 2012 ar'
(2012.01)
(57)
(21) App1.No.: 13/436,482 M
Feb. 28, 2013
rately predict and effectively reduce future customer chum.
Provisional application No. 61/529,747, ?led on Aug. 31, 201 1.
As a result, businesses are able to reduce customer acquisition costs and improve customer retention rates.
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Figure 6
Patent Application Publication
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Customer
ldentifler AAAAAAA AAAAAAA AAAAAAA BBBBBBBB CCCCCCC CCCCCCC CCCCCCC CCCCCCC
Date Time Stamp
1/16/2011 12:35 1/18/2011 2:41 1/24/2011 18:06 4/15/2011 12:07 12/29/2010 9:45 1/9/2011 10:05 1/12/2011 3:10 1/17/2011 9:47
Figure 9b
lnteraction lD 10004 10006 10007 10008 10001 10002 10003 10005
Patent Application Publication
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(19) United States (12) Patent Application Publication (10) Pub. No.: US 2013/0054306 A1 Bhalla et a]. (54)
(43) Pub. Date:
CHURN ANALYSIS SYSTEM
Publication Classi?cation
(76) Inventors: Anuj Bhalla, Lake Hopatcong, NJ (US);
(51) Int. Cl. G06Q 30/02 (52) us. Cl.
Vukieali Amonj u, Houston, TX (US); Terry Lynn Walls, Duluth, GA (US); Robert Wayne Honts, Austin, TX (US); Matthew Dean Logering, Bloomington, MN (US)
(22) Filed:
ABSTRACT
and reduce customer churn. The system analyzes customer
experiences by using an insightful block level approach to
’
correlate customer experience With customer churn. Through .
.
the block level approach, the system is able to more accu
Related U's' Apphcatlon Data (60)
705/731
A chum analysis system helps a business analyze, predict,
30 2012 ar'
(2012.01)
(57)
(21) App1.No.: 13/436,482 M
Feb. 28, 2013
rately predict and effectively reduce future customer chum.
Provisional application No. 61/529,747, ?led on Aug. 31, 201 1.
As a result, businesses are able to reduce customer acquisition costs and improve customer retention rates.
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Patent Application Publication
Feb. 28, 2013 Sheet 3 0f 30
US 2013/0054306 A1
mam: m235
“EmEm £0.269) 5m5:; an.11
wEQ com
5“35m 2mg gm
Patent Application Publication
60K
Feb. 28, 2013 Sheet 6 0f 30
US 2013/0054306 A1
Database of Customer Interaction Data
Retrieve Customer interaction Data
@119.
1 1 1 1 l
Sort Customer interactions by Customer ldenti?ers
E
Sort Customer lnteractions chronologically based on time of interaction
.639
Flag each Customer Interaction as first contact or repeat contact
.6_4_Q
Flag each Customer Interaction as resolved contact or unresolved contact
@511.
Group Customer Interactions into Customer Experience Blocks and assign lD
5.61.1
Customer
Experience Block
Figure 6
Patent Application Publication
Feb. 28, 2013 Sheet 7 0f 30
US 2013/0054306 A1
6282xm:508 65260
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Patent Application Publication
Feb. 28, 2013 Sheet 8 0f 30
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w23mm
Patent Application Publication
Feb. 28, 2013 Sheet 10 0f 30
US 2013/0054306 A1
910
Customer
lde ntifier CCCCCCC CCCCCCC CCCCCCC AAAAAAA CCCCCCC AAAAAAA AAAAAAA BBBBBBBB
Date Time Stamp
lnteractlon lD
12/29/2010 9:45 1/9/2011 10:05 1/12/2011 3:10 1/16/2011 12:35 1/17/2011 9:47 1/18/2011 2:41 1/24/2011 18:06 4/15/2011 12:07
10001 10002 10003 10004 10005 10006 10007 10008
Sort records by 5 customer ID and
chronologically 910
Row Index
Customer
ldentifler AAAAAAA AAAAAAA AAAAAAA BBBBBBBB CCCCCCC CCCCCCC CCCCCCC CCCCCCC
Date Time Stamp
1/16/2011 12:35 1/18/2011 2:41 1/24/2011 18:06 4/15/2011 12:07 12/29/2010 9:45 1/9/2011 10:05 1/12/2011 3:10 1/17/2011 9:47
Figure 9b
lnteraction lD 10004 10006 10007 10008 10001 10002 10003 10005
Patent Application Publication
Feb. 28, 2013 Sheet 11 0f 30
US 2013/0054306 A1
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