Telecommunications Industry Customer Churn Management

Author: Mattison
Publisher:
Publish Date: 2005-07-01
Features: "A stone from a distant mountain can be used to polish jade." — Hao Weimin, Vice President and Secretary-General of the China Communications Enterprise Association. With the intensification of telecom market competition and the introduction of new technologies, customer churn is an issue operators must face. How to effectively manage this issue from both strategic and tactical levels by comprehensively utilizing organizational, process, and technological means is something everyone will find answers to in this book. — Fei Min, Vice President of Huawei Technologies Co., Ltd. This is another powerful work on telecom management written by Rob Mattison, a globally renowned telecom expert and long-term executive consultant at IBM. Customer churn is a critical issue for all telecom enterprises and is closely related to their survival and development. The author, with rich practical experience, clear logical thinking, and a unique perspective, demonstrates to readers how to promote enterprise development through customer churn management and how to maintain winning momentum even during telecom downturns. The book covers topics such as customer churn classification, predictive models for customer churn, churn indices, various customer response models, and customer churn management models, making it highly valuable for telecom management personnel and marketing professionals. This book presents a unique perspective on the importance of customer churn management for telecom enterprise development. It also provides detailed insights into specific methods of customer churn management, including customer churn classification, predictive models for customer churn, churn indices, various customer response models, and customer churn management models. This book is suitable for telecom enterprise management personnel, customer-facing staff (including customer service personnel, customer relationship managers, marketing and sales personnel, etc.), as well as customer relationship managers from other companies, students and teachers from telecom institutions.