Retention Analytics

Course Overview

Retention Analytics focuses on understanding why customers or employees stay, leave, or disengage, and how organisations can use data to improve long‑term loyalty. The course covers churn prediction, retention modelling, cohort analysis, behavioural segmentation, lifetime value analysis, and early‑warning indicators of attrition. Learners explore how quantitative and qualitative data can be combined to identify risk patterns, design targeted retention strategies, and measure the impact of interventions. The course blends analytics, behavioural insights, and strategic decision‑making to help organisations strengthen loyalty and reduce churn.

Target Audience

• Customer experience and CRM professionals

• HR analytics and people analytics teams

• Marketing, product, and growth professionals

• Data analysts and business analysts

• Early‑career professionals entering customer or employee analytics roles

Course Outcomes

• Understand key concepts in customer and employee retention

• Analyse churn patterns using cohort analysis and behavioural data

• Build predictive models to identify at‑risk customers or employees

• Interpret early‑warning signals of disengagement or attrition

• Apply segmentation to design targeted retention strategies

• Measure customer lifetime value and its role in retention decisions

• Evaluate the impact of retention campaigns and interventions

• Translate analytical insights into actionable retention plans