Telecom Churn Management: The Golden Opportunity (Customer Telecare Series)

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.

Rob Mattison is an internationally recognized authority in the areas of telecommunications marketing, customer care, sales and churn management for telecommunications firms. His basic approach of combining creative insight with sound market research and business intelligence to help create effective new strategies, campaigns and insights into customer behavior has made him an extremely popular speaker and consultant around the world.

Mattison’s basic message is clear.

“Survival and profitability for the Telco of the 21st century is going to be based upon the ability of those telcos to operate at a level of sophistication never before achieved. This means that the telcos have to get smarter (making use of business intelligence) and better at what they do (through the renovation of their organizational structures and cultures to be more adaptive and flexible), while at the same time continuing to “push the envelope” of efficiency in the areas of billing and new product incorporation”.

He has consulted with telcos in Taiwan, Indonesia, Korea, Japan, Europe, South America, Canada and the US, and has been instrumental in helping those companies gain valuable insight and competitive advantage through the utilization of customer intelligence, business intelligence and accountability based marketing strategies.

His consulting expertise includes assisting customers with the diagnosis of their current market position, strengths and weaknesses, the development of more effective customer relationship management organizational structures, the re-development of Key Performance Indicators and the building of systems to make these changes possible.

He has been responsible for the successful deployment of 18 different major marketing database/ data warehousing initiatives, and has helped dozens of customers attain strategic business advantage through the use of data warehousing, data mining, web technology and knowledge management techniques..

Mr. Mattison is now serving as an Executive Consultant, working with IBM out of his home in the San Francisco Bay Area, and is currently working to help many telecommunications firms develop their short and long term churn management, brand management and CRM marketing intelligence capabilities.

As a prolific author, he has penned over 8 books including “Data Mining for Telecommunications”, “Winning Telco Customers”, “Web Warehousing and Knowledge Management” and “Data Warehousing: Strategies, Technologies and Techniques.”