108ch-cs
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8/7/2019 108CH-CS
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QuickStart Churn Strategy Roadmap for European Wireless Carrier
This wireless carrier was faced with two
problems: (1) Incredible amount of churn,
with risk of more to come. (2) Internal
disagreement about the best way toapproach churn
The result was a much confusion with no
clear way to move forward. We were asked
to do a quick evaluation of the situation,
review the proposed approaches, and then
provide objective feedback and advise
what the optimum way forward could be.
Deliverables
▪ Best practices-based review of current market
conditions
▪ Best practices-based review of currentoperational posture and capabilities
▪ Best practices-based evaluation of currently
proposed and in-process churn prevention
activities
▪ Development of churn strategic roadmap that
integrates all of the findings into an optimum
way forward
Churn Crisis Intervention for European Wireless Provider
This carrier was very concerned about
the fact that two new, well financedcompetitors would be entering its marketin the near future. The company neededsome assistance in developing effectivestrategies for dealing with that possiblycatastrophic event on a proactive basis.It also needed help sensitizing theorganization to churn issues, evaluating thelargest potential churn threat, and puttingsystems and organizational capabilities inplace to address the churn.
Deliverables
▪ Churn vision and readiness consulting
▪ Organizational realignment
▪ Training, awareness building, and vision
creation to address churn more proactively
▪ Data warehouse architecture review and
recommendations
▪ A “reactive” call center-based churn intervention
program to slow the churn rate, retain the most
valuable customers, and speed the loss of
unprofitable customers.
Emergency Churn Response Plan for N.Asian StartUp Wireless Carrier
This startup telco was planning on going“public” within 6 months. Unfortunately,they had suffered very high churn for theprior two months and were concernedabout how viable an IPO they would haveif the churn continued.
We were requested to (1) determine theroot cause of the current churn, (2) definehow bad the churn would get withoutintervention, and (3) develop cost effectivemethods for addressing the churn
Deliverables
▪ Review current market position, operational
posture and capabilities
▪ Develop segmentation, churn prediction, and
root cause analysis models
▪ Evaluate customer traffic patterns, usage
behaviors, market baskets, and customer value
▪ Conduct focus groups to determine loyalty and
customer value
▪ Develop churn prevention program
Corporate Customer Churn Management Program for Incumbent Wireline Carrier
This customer became concerned aboutimpending deregulation and the chancethat large corporate customers were likelyto churn in the near future.
We were commissioned to (1) determinethe risk of churn, (2) identify the highestvalue customers with the greatest risk of churn, (3) determine the root cause for thechurn risk, and (4) develop adjustments tothe organization and programs to preventthe churn.
Deliverables
▪ Analysis of corporate customer behaviors and
characteristics
▪ Review of current customer coverage models
▪ Creation of corporate customer database
▪ Development of corporate customer
segmentation and churn risk prediction
▪ Campaigns to address the high risk segments
▪ New corporate offerings and bundles to reduce
risk
XiT Churn Management Project Examples
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