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시장보고서
Strategies to Minimise Involuntary Churn
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Abstract
In this report we will quantify the size of the issue and the impact of
involuntary churn within mobile operators. The report looks at both pre-paid
and post-paid involuntary churners, what their respective drivers are and how
operators can develop strategies to minimise their impact on operations.
This report will specifically examine:
- How different operators use changing measures and criteria to define the
point at which they terminate (or involuntarily churn) their customers.
- What is the scale of involuntary churn for operators in differing phases
of market development?
- Is involuntary churn purely about bad debt and fraud? Customers can,
simply speaking, be considered bad debtors - however there may be many aspects
that contribute to involuntary churn and not all of them may be detrimental to
the operator.
- The drivers of involuntary churn and what risks each of them presents to a
mobile operator.
- How approaches to minimising involuntary churn encompass many functional
and process areas and what their relative importance is in defining a strategy
for involuntary churn.
- Challenges associated with developing a strategically integrated approach
to controlling involuntary churn and the benefit of involuntary churn
awareness.
Table of Contents
- 1.Overview
- 2.Introduction
- 3.Understanding Involuntary Churn
- 3.1Churn Definitions
- 3.2Operator Measures of Involuntary Churn
- 3.3The Scale of the Problem
- 3.3.1Post-paid Trends
- 3.3.2Quantifying Involuntary Churn
- 4.Drivers of Involuntary Churn
- 4.1Drivers Overview
- 4.2Credit Levels
- 4.3' When Good Customers Go Bad'
- 4.3.1Billing
- 4.3.2Data Services
- 4.3.3Roaming
- 4.4Revenue Assurance and Debt Management
- 4.4.1Level of Acceptable Debt Write-off
- 4.5Strategic Change in Customer Base
- 4.6Economic Conditions
- 5.Minimising Involuntary Churn
- 5.1Debt and Credit Management
- 5.2Risk Models
- 5.3Fraud Control
- 5.3.1Technical Fraud
- 5.3.2Subscription Fraud
- 5.3.3Handset Fraud
- 5.4Prepay Real Time Control
- 5.5CRM
- 5.5.1Proactive Customer Retention Strategies
- 5.5.2Improvements in Channel Sales
- 6.Taking an integrated approach
- 6.1Strategic challenges
- 6.2Revenue Assurance
- 7.Findings and Recommendations
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