Learning Objectives
This seminar will examine the following concepts as they relate to customer loyalty and retention:
- Shopping cycles
- Reasons for churn
- Use of customer churn reason codes
- Churn management maximization formula
Program content
Why are customers loyal to a particular service provider? What makes some customers more likely to leave than others? Is price the only determinant of when a customer will churn? There are, in fact, a wide range of factors that contribute to customer churn. Anyone hoping to build campaigns or predictive models in an effort to prevent the loss of valuable customers needs to be aware of them all. In this seminar, Rob Mattison will review some of the perspectives that can be taken to understand customer loyalty and analyze it effectively. Included is a review of the concepts of shopping cycles, churn reasons, the use of churn reason codes, and the churn management maximization formula.
Participant level of understanding
This program is intended for participants with a basic or intermediate level of understanding on the topic.
About Rob Mattison
Rob Mattison is a seasoned professional consultant and globally recognized thought leader with more than 20 years in the telecommunications industry. Since his time as an employee of AT&T, Rob has worked as a management consultant, IT Strategic consultant and hands-on solution deliver consultant to top management, marketing, call center, billing, sales and IT executives from telcos around the world. His depth and breadth of experience in all facets of telecommunications operations, coupled with his in-depth technical and marketing knowledge, has made him a valued resource wherever he has worked. In addition to his work as a consultant, he has authored 10 books on the utilization of technology and sound business practices to drive profitable business operations. He is a much sought after speaker at telecommunications conferences and seminars around the world (including the ITU, Telemanagement World, IIR, IEC, CTIA and others).
