Abstract
Retaining customers is one of the most critical challenges in the maturing
mobile telecommunications service industry. This report addresses what is the
next major battle for mobile operators. It defines what mobile churn is and
establishes key issues in minimizing churn and achieving optimum customer
loyalty and retention strategies.
Key questions
- Why did Churn Management take a strategic dimension among mobile operators?
- What are the costs and causes of churn?
- How to tackle customer churn?
- What are the main actions to leverage customer loyalty and reduce churn?
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