Know-How Exchange : Customer Behavior

Its always going to be difficult in your industry (as it is in mine!). The problem is that its difficult to spot trends that a customer is going to move to a competitor of yours. The classic example with banks is either monitor the rate of Deposits (and is this slows or stops you should do something), or if you offer multiple services (current account, mortage, lending, insurance etc), monitor when a customer switches off any of the services (its could mean they are looking around for deals and finding them).

There are also verbal trigger than many companies ignore, I'm sure if your bank staff were asked "Why can I get a better rate with your compitors?", they would simply give the standard corporate answer and move on to the next customer,. But the customer has given you a verbal prediction that they might leave you, and it needs to be treated as such.

Not sure of any vendor details that would help you (maybe someone else can help), but I always think that the power to stop and halt churn is in the hands of your customer touchpoints, and just needs backing up with sensible processes.

Good Luck