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Telecom Churn Management (Customer Telecare Series)

4.7 out of 5 stars 14 customer reviews
ISBN-13: 978-1893970052
ISBN-10: 1893970051
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Editorial Reviews

Review

"Mattison's style of writing makes understanding churn, data mining, customer behavior, and customer relationship management easy" -- Daniel W. Carter, Supervisor - Information Delivery, Decision Support Services, Sprint

"This book does a great job of explaining how carriers can identify and keep their best customers." -- Avi Ofrane, President, Billing College

"This book will give you tools that can make a difference to your customers and to your profits." -- Joseph H. O'Konek - President, Far EasTone Telcommunications Co. Ltd / ATT Wireless - Taipei, Taiwan

About the Author

Rob Mattison is an internationally recognized authority in the areas of telecommunications marketing, customer care, sales and churn management for telecommunications firms. His basic approach of combining creative insight with sound market research and business intelligence to help create effective new strategies, campaigns and insights into customer behavior has made him an extremely popular speaker and consultant around the world.

Mattison’s basic message is clear.

“Survival and profitability for the Telco of the 21st century is going to be based upon the ability of those telcos to operate at a level of sophistication never before achieved. This means that the telcos have to get smarter (making use of business intelligence) and better at what they do (through the renovation of their organizational structures and cultures to be more adaptive and flexible), while at the same time continuing to “push the envelope” of efficiency in the areas of billing and new product incorporation”.

He has consulted with telcos in Taiwan, Indonesia, Korea, Japan, Europe, South America, Canada and the US, and has been instrumental in helping those companies gain valuable insight and competitive advantage through the utilization of customer intelligence, business intelligence and accountability based marketing strategies.

His consulting expertise includes assisting customers with the diagnosis of their current market position, strengths and weaknesses, the development of more effective customer relationship management organizational structures, the re-development of Key Performance Indicators and the building of systems to make these changes possible.

He has been responsible for the successful deployment of 18 different major marketing database/ data warehousing initiatives, and has helped dozens of customers attain strategic business advantage through the use of data warehousing, data mining, web technology and knowledge management techniques..

Mr. Mattison is now serving as an Executive Consultant, working with IBM out of his home in the San Francisco Bay Area, and is currently working to help many telecommunications firms develop their short and long term churn management, brand management and CRM marketing intelligence capabilities.

As a prolific author, he has penned over 8 books including “Data Mining for Telecommunications”, “Winning Telco Customers”, “Web Warehousing and Knowledge Management” and “Data Warehousing: Strategies, Technologies and Techniques.”

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Product Details

  • Series: Customer Telecare Series
  • Paperback: 488 pages
  • Publisher: Apdg Publishing (April 1, 2001)
  • Language: English
  • ISBN-10: 1893970051
  • ISBN-13: 978-1893970052
  • Product Dimensions: 9.1 x 6.1 x 1.1 inches
  • Shipping Weight: 1.7 pounds
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (14 customer reviews)
  • Amazon Best Sellers Rank: #4,506,240 in Books (See Top 100 in Books)

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Customer Reviews

Top Customer Reviews

Format: Paperback
While I'm finding the content of this book very helpful, I am amazed at the very poor editing. There are numerous typos and format errors to the point of distraction. I would expect this from a student paper thrown on the web, but not a published book and certainly not at the price I paid.
If you want to learn about Telecom Churn this is the book as long as you can focus on the content and not the presentation.
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Format: Paperback
I bought this book so that I could get an in-depth understanding of churn, but what I found instead was a fifth-grade level writing style (like the "Dummies" books) that took basic concepts that could be written in one sentence and stretched them across many pages. This book focuses more on the various business tactics that are needed to run a business well, and little attention to the math that factors into the churn calculations. I'm trying to implement churn analysis at my company, and this isn't helping as much as I expected it to.
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Format: Paperback
Rob Mattison's book does an excellent job of simplifying the world of churn for the wireless operator. As the director of marketing for a wireless provider, figuring out how to approach the sticky issues of churn is a real challenge.
This book, like all of the books that Mattison has written about telecommunications, provides me with a clear, simple formula for understanding and addressing these issues.
I highly recommend this book to all telephone company executives.
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Format: Paperback
This book clearly defines the many causes for churn in the telecom area and provides very helpful tactics to combat this problem. It was of vital assistance to me.
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By A Customer on June 21, 2001
Format: Paperback
This book by Rob Mattison articulates a coherent business strategy for telecomm in an era of competition. The basic principles of customer retention hold true for any service business. You should know your customer. This book will explain tools and techniques for doing just that and for marketing to that customer based upon the deep understanding of that customer's needs and motivations. Besides, it is a very readable text that communicates the core ideas effectively. Highly recommended for telecomm execs and for those suppliers who would understand the telecom provider as a customer.
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Format: Paperback
At the enormous telco I work for, customer churn is something that keeps the marketing folks in a continual state of high anxiety. The methods they employ to win new customers and keep the old ones loyal sometimes makes me wonder whether the competitors have entered the company in a Trojan horse. This book prescribes some proactive techniques to identify and keep the best customers hooked into your network. If your marketing folks read this and discount it, authenticate their Greek citizenship.
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Format: Paperback
Robert Mattison has done a great job by writing this book. If you are looking for a reference book that you could use as to how to retain your customers, this is the book you are looking for! As a CRM consultant in the telco area, I have no doubt that I will make very good use of the book in my next project! I recommend it to both consultants and also to all the telco marketing and customer service people.
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