Telecom Churn Management by Rob Mattison
Telecom Churn Management by Rob Mattison
Customer Value Function, Market Segmentation, Churn prediction, all have starter entries, however Mattison needed to delve down into them just as he created his view of the taxonomy of churn below. Maybe that would be giving away too many of the family jewels.
... the wireless industry in the US anticipates an increase in the annual churn rate from the current 30 percent (2-3 percent per month) to 40 percent by the year 2004.
Taxonomy of Churn: voluntary deliberate technology handsets features new technology economics per minute activation subscription fee quality coverage call quality customer service billing social/psychological image experimenting friends/family convenience internet retail channels incidental finances location major life changes involuntary fraud non-payment under-utilization
Retroactive Enhancement is the process of incorporating newer and better capabilities, features, and functions into the suite of offering to consumers without upsetting the nature of the service agreements made with existing customers.