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Five Ways to Reduce Churn in Telecommunications

Customer experience management lessons you can apply now from Harvard Business Review

About this paper

Churn has long been one of the largest issues facing the communications industry. It’s a multifaceted challenge, but there is one silver bullet solution: Make your existing customers so happy they never want to leave.

A new report from Harvard Business Review, Lessons from the Leading Edge of Customer Experience Management, is an in-depth study of more than 400 customer experience management executives worldwide. The results show that the companies investing in customer experience management (the processes an organization uses to manage customer interactions across the enterprise) are far outperforming the ones that don’t. 

Download this article to see what those results mean for the communications industry and – most importantly – the five lessons you can apply now.

About SAS

SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.

 

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