Learning Objectives
This seminar will examine the steps necessary to implement successful churn management and customer loyalty programs.
- Organizing
- Running campaigns
- Follow-up
- Measurement of results
Program content
Managing customer loyalty effectively and efficiently requires more than simply running an emergency campaign every time management gets nervous. Proactive and cost effective churn management is based on the telco establishing a clear posture and policy regarding loyalty. In this seminar, Rob Mattison reviews several of the loyalty postures that telcos can take and the consequences of those approaches. Included is a look at the classical monopoly, retail, zone-based and segment management-based approaches.
Participant level of understanding
This program is intended for participants with a basic or intermediate level of understanding on the topic.
Who Should Attend?
Executives, Directors, Managers and Analysts who want a better understanding of how the use of business intelligence, data warehousing and analytic applications can contribute to a company's success.
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).
