Position Making Radical Changes in Profitability Making Radical Changes in Corporate Culture and Org. Structure Churn Helps You Learn about Your Business How Can This Book Help You? The Wireless Industry Introducing the "Churn Busters" The Churn Busters' Present "Churn: The Golden Opportunity" Chapter 2 Telecommunications: An Industry Founded On Churn eXcellence in Telecommunications The Telco Churn Handbook All Industries Have Churn Telecommunications as a Technology Product The New Technology Assimilation Lifecycle Early Adapters The "Chasm" Expansion Phase Maturity Phase Decline Phase The Telecommunications Assimilation Cycle Wireline Lifecycle Wireless Technology Lifecycle Wireless Implications Long Distance Technology Cycles Technology and the CLEC and LEC Chapter 3 Churn Taxonomy - Part 1: Involuntary Churn Churn Name Confusion Different Perspectives, Different Names The Need for a Comprehensive List The Challenges of Reason-Based Churn Categories Why Use Reason-Based Churn Categories? The Churn Reasons Taxonomy Two Major Categories of Churn Involuntary Churn Fraud (Customers Who Cheat) Non-Payment Churn (Customers with Credit Problems) Underutilization Churn (Customers Who Don't Use the Phone) Managing Involuntary Churn Section 4 Churn Taxonomy - Part 2: Voluntary Churn Voluntary Churn Market Research on Voluntary Churn Incidental Churn Deliberate Churn Technology-Based Churn Handset Churn Feature/Function Churn Network Churn Dealing with Technology Churn Technology Churn Lessons Maturity Phase Churners Table of Contents Expansion Phase Churn - Rare Maturity Phase Churn - Common Economic Churn The Price Suicide Play Avoiding Head-to-Head Price Competition - Price Obfuscation Quality and Churn Quality, Perception, and the Incumbent Advantage Quality Perception and the Advertising Advantage Coverage Call Quality Technological Excellence Customer Service Billing Social/Psychological Friends/Family Image Experimentation Convenience Channel Churn Promotion Churn Internet/Alternative Channels Churn Taxonomy Conc