Importance

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Abstract

Embodiments of the present invention are directed to methods and systems for developing customer retention and loyalty strategies. In one aspect, a method comprises calculating (202) likelihoods of next action taken by customers, based on customer attributes and associated attribute weights stored in a customer data base, and calculating (203) customer churn-risk scores, based on customer attributes that vary over time using the computing device. The methods also determines (207) what-if-scenarios for each customer based on churn-risk scores in order to identify the next-best-action to reduce probability of customer churn, and determines (208) when-to-act time thresholds for each customer based on churn-risk scores in order to identify when a non-high risk customer of churning will likely become a high-risk customer of churning at some later time. The method also selects (209) customer retention and loyalty strategies for customers, based on the churn-risk scores, what-if-scenarios, and when-to-act time thresholds.

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First Claim