Method and apparatus for customer retention

A customer retention system comprising:

• a customer information module for acquiring information indicative of service usage by customers;
• an analyzer for providing an analysis of the information that predicts the likelihood of churn for each of the customers;
• a customer identification module for identifying at least one affected customer based on the analysis;
• and
• a customer retention module for automatically selecting at least one customer support executive based on skill in handling the at least one affected customer to initiate an action.

A computer readable medium for storing a computer program that, when executed by a processor, cause the processor to perform a customer retention method, comprising:

• acquiring information indicative of service usage by customers;
• providing an analysis of the information that predicts the likelihood of churn for each of the customers;
• identifying at least one affected customer based on the analysis;
• and
• automatically selecting at least one customer support executive based on skill in handling the at least one affected customer to initiate an action.