Technical name: 0TPL_COCKPIT_CHURN

This Web template can be used, for example, to communicate to the responsible manager the different results determined during Churn Management, which he or she can then consult at a glance.

You can access more detailed analyses from this overview. The detailed analyses are in turn produced using additional Web templates.

• Churn Management - Profile (SAP_BWC_CUSTOMER_CHURN2)
• Churn Management - Source (SAP_BWC_CUSTOMER_CHURN_SOURCE)

In the Web template Overview of Churn Management, the following key figures are displayed in the form of diagrams and alerts:

• One diagram shows how the churn rate and the number of lost customers has developed over a specific period.
• Another diagram shows the development of the value-churn index.
• You can use a hyperlink to access a diagram displaying the development of the likelihood to churn and the customer value index.
• You can use another hyperlink to access a diagram displaying the development of the profit lost as a result of the lost customers.
• Alert monitors display the churn rate, the satisfaction index, and the value-churn index. These alert monitors consist of the following Web templates:

• 0TPL_0CRM_CUST_Q0008_E01: Value-Churn Index
• 0TPL_0CRM_CUST_Q0007_E01: Churn Rate
• 0TPL_0CRM_CUST_Q0011_E01: Satisfaction Index

• 0TPL_0CRM_CUST_Q0007_V03: Churn Rate
• 0TPL_0CRM_CUST_Q0011_V02: Satisfaction Index
• 0TPL_0CRM_CUST_Q0008_V03: Value-Churn Index

From the overview information, you can access a page of detailed information about the profile of your customer base. This page consists of the following Web templates:

• 0TPL_TASK_CUST_MC1_PROFILE for the structure of the whole page
• 0TPL_LIST_CUST_MC1_PROFILE for the left part of the screen
• 0TPL_CUST_MC1_PROFILE for the right part of the screen

The information about the profile of your customer base enables you to identify with greater precision which customers are liable to churn. You can identify among the customers with a high value to your company those for whom the likelihood to churn is high, and then run a marketing campaign aimed at these specific customers.

The following information is displayed in detail:

• You can access tables from the list in the left part of the screen:

• The table ABC Profile displays the number of customers in the different classes calculated during ABC classification
• The table Clustering Profile shows the average values of the customer index and the revenue made for each customer segment determined in clustering.

• A diagram on the right-hand side of the screen shows the average development of the satisfaction and loyalty index (established by the survey) across all customers.
• A map on the right-hand side of the screen shows where the customers in each segment are located geographically.

The Web templates listed below contain the same information as that summarized in the Web templates described above, but it has greater granularity, thereby allowing it to be arranged flexibly in the portal. Each template represents a query view. The technical name of the template indicates which query view it displays.

• 0TPL_0CRM_CUST_Q0013_V01: ABC Profile
• 0TPL_0CRM_CUST_Q0009_V01: Clustering Profile
• 0TPL_0CRM_CUST_Q0008_V01: Customer Value Index and Likelihood to Churn
• 0TPL_0CRM_CUST_Q0007_V02: Lost Profit
• 0TPL_0CRM_CUST_Q0010_V01: Clustering GIS
• 0TPL_0CRM_CUST_Q0008_V02: Value-Churn Index
• 0TPL_0CRM_CUST_Q0011_V01: Satisfaction and Loyalty Index
• 0TPL_0CRM_CUST_Q0007_V01: Lost Customers and Churn Rate