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Churn Management
Without exception, the
cost of acquiring a customer substantially exceeds the cost of
retaining that same customer � protecting this investment was
critical to our Australian telecommunications client and the fundamental
essence of Churn Management.
After an extensive
vendor selection process, one of Australia's largest mobile
service providers engaged SPSS to provide data mining software
and professional services to enable enhanced churn
identification and management, in addition to bad debt expense �
through application of predictive analytics.
SPSS Professional
Services provided training and consulting services to ensure
that our client was able to fully capitalise on customer,
service usage, and financial data recently made available in
their data warehouse.
Their newly acquired
skills allowed them to develop proactive churn management
strategies, combining segmentation and predictive models,
resulting in measurable benefit in a short time frame. There
were three key elements to the initial skills transfer project,
including the provision of:
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Business focused
overview of predictive analytics;
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Application
(Clementine) and data mining methods training; and
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Implementation of a
telecommunications-specific churn management process model.
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