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What is Customer Churn

Chapter 24

Handbook of Research on Telecommunications Planning and Management for Business

Customer’s switching from this services or goods provider to another.

Published in Chapter:

Telecommunication Customer Detainment Management

Jiayin Qi (Beijing University of Posts and Telecommunications, China), Yuanquan Li (Beijing University of Posts and Telecommunications, China), Chen Li (Beijing University of Posts and Telecommunications, China), and Yingying Zhang (Beijing University of Post and Telecommunications, China)

Source Title: Handbook of Research on Telecommunications Planning and Management for Business

DOI: 10.4018/978-1-60566-194-0.ch024

Abstract

This chapter proposes an integrated methodological system of telecommunication customer detainment management, including telecommunication customer churn prediction and strategy formulation of customer detainment management. The formulation of churn customer detainment management strategy includes customer detainment value assessment, customer detainment level determination, enterpriseattribution approach based on customer detainment strategy analysis, evaluation and implementation, and so forth. Future research in this field is discussed at the end of this chapter.

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More Results

Chapter 35

A phenomenon that customers choose to stop using the product or services of a company.

Published in Chapter: Customer Churn Reduction Based on Action Rules and Collaboration; From: Encyclopedia of Data Science and Machine Learning

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Chapter 22

When Customer Satisfaction Isn't Good Enough: The Role of Switching Incentives and Barriers Affecting Customer Behavior in Korean Mobile Communications Services

An opposite concept to customer retention referring to cases in which a carrier’s subscribers desert it for alternative carriers. Customer dissatisfaction is believed to be the antecedent of customer churn. Customer churn and customer switching are interchangeable terms.

Published in Chapter: When Customer Satisfaction Isn't Good Enough: The Role of Switching Incentives and Barriers Affecting Customer Behavior in Korean Mobile Communications Services; From: Handbook of Research on Telecommunications Planning and Management for Business

Full Text Chapter Download: US $37.50 Add to Cart