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Hortonworks packages the open source Hadoop software into an enterprise-scaled data platform that allows organizations to collect, store, analyze, and manipulate massive quantities of data. As an open source vendor, it relies on subscription revenue, so insights into churn patterns are very important. We will share how we are using customer experience data to (1) identify the factors that matter for churn, (2) define targets for positive and negative churn, and (3) automatically score large numbers of customers and deliver alerts on actionable accounts. The unique feature of our program is that it delivers predictive analysis (that is, is a customer likely to renew, upsell, or churn?) without a traditional, intensive, one-on-one customer relationship management approach...so it is scalable. While the insights come from the open source world, they are applicable to all SaaS organizations, and beyond to on-premise vendors.
VP, Customer Success, Hortonworks
Owner, FT Works
Publish Date: May 5, 2015
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Peg Rodarmel, SVP, Subscription Services, Infor
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