all from an individual, you give them the ability to respond more appropriately. Sales and the Individual CCI Score Arming sales staff with the CCI score can be very helpful in improving sales. The CCI score could very well be an important parameter for a sales rep when deciding on whether to bother calling on a particular customer. More importantly, it can help the sales rep understand the kind of approach and kinds of offers the customer should be shown during the call. eXcellence in Telecommunications The Telco Churn Handbook Using Enterprise CCI Scores CCI scores for individuals interpret a customer's likelihood to churn. As mentioned, if you take the average of all the CCIs for all the customers you have, you will get an enterprise CCI, a measure of how likely your entire customer base is to churn. This number too can have some interesting applications. Periodic Measure of the Health of the Customer Base By computing an enterprise CCI on a periodic basis, upper management can have access to a barometer that measures how well the firm is doing overall in the maintenance of a secure customer base. Sharp drops in the number can serve as a warning that something needs to be done to upgrade customer relationship management on a generalized basis. Improvements in the number can reflect progress made on critical objectives. Key Performance Indicator - Enhancement The CCI can serve as a useful adjunct and enhancement to whatever key performance indicators (KPI) your company is using to measure retention. Although the retention KPI will tell you how well your retention activities are working, the CCI can tell you what performance to expect in the future. Baseline against Which Other Groups Are Evaluated The enterprise CCI also provides us with a good number for evaluating the effectiveness of various channels and organizational units on the customer satisfaction and churn-ability topics. You can easily compute a CCI for the enterprise and then compare it to the CCI for the customers belonging to each of the groups in