Applying Learning Launch Tool to Reduce Customers Churn

Challenge:

I have been associating with Telecom Company for a decade and we face critical issues in

retaining the customers when they come up with better tariff offered by other Telecom companies  irrespective of best quality of service and signal coverage provided by us. Customers are very keen on  the lowest price with highest talk time and speedy net connection.

Selection:

We had a set of discussion within the team with historical data on how to retain the customers

in our network and reduce customers churn. We analyzed competitor’s tariff and found the market is  very completive in terms of price and internet speed.

Finally, we have learnt that to revise our company tariff more competitive in the market in

terms of voice call and net connectivity and offer discounts based on the customer revenue, by doing  this we can retain our customers in our network and customers also happy by getting discounts based  on their usage, we have planned the discounts plan only for 3 Months time which will change the  customer mindset to set right path among competitor

So, we have chosen Learning launch Tool to test our leanings whether will direct towards

positive or negative.

Application:

We have trained our customer care executives and Retention Managers for running this project

for 3 Months time, and implemented with clear cut direction and guidance, there was a massive success  from the day one when we greet the customers with real time response with competitive tariff and they  are more satisfied with the offers given to them. Since we have better quality of service and better  coverage among the competitors, customers are happily moved out from our stores and company  revenue also drastically picked up during the project period

Insight

Customers are very keen on lowest price with more benefits on their day to day life, if any

product which will satisfy the customers need more effectively and met their need, they will go for it  rather than quality of the product. But when the company focuses on quality as well as better price will  survive in the market, when the quality become worse, then customers will try to move for an another  company product, it is an indirect impact to the company.

Approach

Targeting the audience, setting the right people in the project, executing with sufficient training

and materials are very important when we implement any project, and another most important is  aligning the systems to monitor the project progress at any point of time.

We would like to work towards improving our customer’s satisfaction by applying Learning

Launch Tool more effectively, so that we proactively retain our customers with us for life time.


Applying Learning Launch Tool to Reduce Customers Churn Challenge : I have been associating with Telecom Company for a decade and we face critical issues in retaining the customers when they come up with better tariff offered by other Telecom companies irrespective of best quality of service and signal coverage provided by us . Customers are very keen on the lowest price with highest talk time and speedy net connection . Selection : We had a set of discussion within the team with historical data on how to retain the customers in our network and reduce customers churn . We analyzed competitor ’s tariff and found the market is very completive in terms of price and internet speed . Finally , we have learnt that to revise our company tariff more competitive in the market in terms of voice call and net connectivity and offer discounts based on the customer revenue , by doing this we can retain our customers in our network and customers also happy by getting discounts based on their usage , we have planned the discounts plan only for 3 Months time which will change the customer mindset to set right path among competitor So , we have chosen Learning launch Tool to test our leanings whether will direct towards positive or negative . Application : We have trained our customer care executives and Retention Managers for running this project for 3 Months time , and implemented with clear cut direction and guidance , there was a massive success from the day one when we greet the customers with real time response with competitive tariff and they are more satisfied with the offers given to them . Since we have better quality of service and better coverage among the competitors , customers are happily moved out from our stores and company revenue also drastically picked up during the project period Insight Customers are very keen on lowest price with more benefits on their day to day life , if any product which will satisfy the customers need more effectively and met their need , they will go for it rather than quality of the product . But when the company focuses on quality as well as better price will survive in the market , when the quality become worse , then customers will try to move for an another company product , it is an indirect impact to the company . Approach Targeting the audience , setting the right people in the project , executing with sufficient training and materials are very important when we implement any project , and another most important is aligning the systems to monitor the project progress at any point of time . We would like to work towards improving our customer ’s satisfaction by applying Learning Launch Tool more effectively , so that we proactively retain our customers with us for life time .