Churn Predicted by Social Influence

Peter : On Rad's Radar?
| Peter Radizeski of RAD-INFO, Inc. talking telecom, Cloud, VoIP, CLEC, and The Channel.

Churn Predicted by Social Influence

Found this preso this morning on twitter: Social Network Analysis for Telecoms. "A major North American telecom sought to identify factors driving customer churn. We applied social network analysis over several billion call records. We found that customers with a cancellation in their frequent calling network churned at twice the monthly rate."

Most people have 3-5 frequent callers. That explains the Circles and Friends&Family plans.

When one of their frequent callers cancels, they are 7x more likely to leave. Now that's Influence.

What are you doing to retain customers (or re-acquire them)?

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