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The word churn is being used to indicate the number of customers that leave your company over a specific period of time, usually one year. The churn is normally expressed as a percentage of the total number of customers. Naturally, companies do not look positively at customers leaving at all. However, churn is not very often analyzed at a deeper level. Could you have predicted that a customer was going to leave? Who of your customers are leaving, when and why? Who don’t? Can you identify risks? Which of your actions would have prevented a customer from departing?

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