Case Study: Customer Retention Strategy

 Challenge: A subscription-based service was experiencing high churn rates, and the business needed to understand the reasons behind customer cancellations.

- Solution: We conducted a cohort analysis using Excel to assess the lifetime value of different customer segments. Power BI was used to create visualisations that highlighted customer engagement metrics and feedback trends.

- Result: By identifying key factors influencing customer departures, the client launched a targeted retention program, reducing churn by 25% and increasing overall customer satisfaction.