Churn Rate & Customer Classification App

Customer Churn & Classification – Power BI Dashboard Overview

Customer retention is one of the most critical indicators of long-term business sustainability. The Customer Churn & Classification Dashboard enables businesses to proactively monitor customer engagement trends, identify risk segments, and strengthen retention strategies.

By analyzing churn rates, rework request levels, and customer tenure breakdowns, this dashboard offers a comprehensive view of customer behavior. It empowers sales and strategy teams to focus retention efforts, tailor product offerings, and understand customer value distribution.

🔧 Technical Framework

This dashboard is built on a structured Excel dataset capturing customer activity, tenure, product usage, and churn indicators.

Key Components:

Data Source: Excel files recording customer profiles, last order dates, product categories, deal size, tenure, and rework request levels.

Data Preparation: Conducted in Power Query to calculate churn flags, classify tenure, and align dimensions like deal size and payment type.

Data Model Dimensions:

Customer Tenure

Product Category

Rework Request Level (High / Medium / Low)

Deal Size

Payment Type

Order Activity Date (used for churn calculation)

The structure is flexible and can be scaled to incorporate CRM, ERP, or customer support system data.

🎛️ Interactive Filters

Filters enable targeted insights and segmentation of customer data:

Customer Tenure: Segment customers by loyalty—New (0–1 yr), Emerging (1–3 yrs), Established (3–5 yrs), Loyal (5+ yrs).

Deal Size: Filter by contract value tiers to explore trends across different customer segments.

Payment Type: Understand retention patterns by payment method and identify transactional friction.

These filters support sales teams and account managers in customizing outreach strategies and prioritizing retention actions.

📊 Dashboard Report Highlights

a. KPI Cards – Customer Overview

Active Customers: Count of customers with orders in the recent active window.

Churn Rate (%): Percentage of customers inactive for over 6 months.

Inactive Customers (Last 6 Months): Absolute count of potentially churned customers.

Total Customers: Total base of customers tracked in the system.

b. Table – Rework Requests vs. Customer Count

Groups customers by rework levels (High, Medium, Low), showing potential links between service issues and churn risk.

c. Donut Chart – Customer Distribution by Tenure

Breaks down the customer base by age of relationship, highlighting opportunities to nurture new accounts and reward long-standing ones.

d. Bar Chart – Customer Count by Product Category

Identifies which product categories have the highest customer engagement—useful for prioritizing inventory, marketing, and service improvements.

This Power BI dashboard empowers customer-facing teams to turn raw retention data into proactive engagement strategies—reducing churn, deepening relationships, and driving lifetime customer value.