Identifying the Factors Influencing Customer Churn In the Telecommunication Industry

Abstract

Customer churn is defined as the proportion of consumers that, during a specific time, ceased utilizing your company's product or service. According to Berson et al. (2000), churn in the telecom sector refers to the transfer of current clients from one service provider to another. A business's strategy to keep profitable clients is referred to as "churn management". According to Poel and Larivi (2004), it is crucial to do research on client retention and business profits. The importance of customers to business effectiveness was highlighted by Reichheld (1993). He emphasized the need for an organization's strategy to include attracting and keeping devoted consumers.