Customer Churn Analysis for PhoneNow
Overview
PhoneNow, a telecommunications company, was experiencing high customer churn rates and needed to understand the factors driving customer attrition. I developed a comprehensive Power BI dashboard that analyzed customer behavior patterns, identified at-risk customers, and provided actionable insights to improve retention strategies.
Key Features
- Customer segmentation based on churn risk factors
- Interactive visualizations of churn patterns and trends
- Real-time monitoring of key churn indicators
- Customer lifetime value analysis
- Predictive analytics for identifying at-risk customers
Technical Implementation
The dashboard was built using:
- Power BI for data visualization and analysis
- DAX for complex calculations and measures
- SQL for data extraction and transformation
- Advanced filtering and drill-through capabilities
- Automated data refresh and scheduling
Impact
- Enabled the retention department to identify at-risk customers before they churn
- Provided data-driven insights to improve customer retention strategies for all customer segments
- Helped reduce customer churn rates through targeted intervention
- Improved customer satisfaction through better understanding of pain points