Telecom Churn Management

by Rob Mattison

Telecom Churn Management, The Golden Opportunity explains how and why churn is managed today. It discusses the Tele-centric (Customer Centric Telecommunications) model for customer management. The book provides the key Analytics that can give your company the competitive advantage. The key first step is recombinant segmentation (identification). Using extended behavioral segmentation (categorization), carriers can produce a customer value function (valuation). Churn models and indexes can be used to determine the projected churn rates (Anticipation). Using key metrics and a WAR Gameboard, the profit levels for customers can be evaluated and maximized. Managers of successful telecom service providers need to understand why customers leaving and what makes telecom churn so special. Successful telecom managers have developed churn management strategies to help them making wise churn investment decisions that give them quick and effective churn response options. By understanding that customers have key telecom consumer shopping cycles and response models, churn management can be turned into an operational perspective. It is a well-known fact that telecommunication technology and services are continually changing. Industry veteran Rob Mattison shares his expertise typical interconnection arrangements for pubic and private telephone systems, data networks, inter-exchange systems, wireless, billing and customer care systems. If there were one book you could use to help understand and develop and telecom churn management programs, “Telecom Churn Management” is the best choice.

488 pages, Paperback

First published April 1, 2001