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Table Of Contents

3.0 Scope of our Project
4.0 Churn Management
Figure 2: Global Churn Rates (2009-10)
4.1 Churn Taxonomy
4. 2 Churn Classification
Figure 4: Involuntary churn
Figure 5: Voluntary churn
4.3 Telco churn management techniques
5.0 Motivations for conducting the research
Figure 6: Motivations for the research
Figure 7: Revenue and profit concentration in subscriber base
6.0 Review of the literature
7.0 International case studies on churn management
7.1 Churn around the world: Other major countries and their churn structure
Figure 8: Churn rates in France
Figure 9: Churn rates in U.S
Figure 10: Churn rates in Italy
Figure 11: Churn rates in Germany
Figure 12: Churn rates in U.K
Figure 13: Churn rates in Spain
8.0 Impact of MNP on churn
Figure 14: Key reasons for MNP churn (Nielsen)
9.0 TNS research on customer classification
Figure 15: TNS TRI*M customer typology
Figure 17: TNS customer typology
10.0 Customer experience
10.1 Difference between Customer Experience and Customer Satisfaction
Figure 18: Experience matters
10.2 Customer experience management
10.3 Overall customer experience leading to satisfaction
Figure 19: Factors that affect customer satisfaction
Figure 20: Customer experience ladder
Figure 21: Customer company interactions (BCG Analysis)
Figure 22: Brand touch point wheel
Figure 23: Increasing customer stickiness
Figure 24: Emotional signature of value
Figure 25: Destroying cluster of emotions
Figure 26: Attention cluster of emotions
Figure 27: Advocacy cluster of emotions
Figure 28: Consolidating how a customer feels
Figure 29: Consolidated view of human emotions
Figure 30: Understanding the customer states
Figure 31: Time to reinvent experience
10.4 Models studied for customer experience and lasting loyalty:
11.0 Churn management systems and software
11.1 SAS Institute's CRM Knowledge Solution Series (CKSS)
11.2 HP OneView
12.0 Research design and methodology
12.1 Approach development
Figure 35: Approach development
12.2 Data Sources
13.0 Results and analysis
13.1 List of the critical factors identified post analysis
13.2 Key findings
13.3 Recommendations
14.0 Appendix and References
14.1 Abbreviations used
14.2 References
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909 Churn Management

909 Churn Management

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Published by Basant Jain

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Published by: Basant Jain on Dec 17, 2012
Copyright:Attribution Non-commercial


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