- Predatory Acquisition Defensive - Retention Management Factors of Effective Churn Management Churn Management Objective Statement The Churn Management Equation Chapter 8 Manage Relationships, Not Churn A Different Frame of Reference Is Required What Are You Trying to Manage? Is It Really Possible to Manage Churn? Churn is a Symptom Managing Relationships - the Marriage Model Marriage Counseling for the Telco Who Are You? Know Who You're Getting Involved With Relationship Models Are You Equipped to Do The Job? Communication Participating in the Relationship When the Relationship Is in Trouble Moving Forward with the Marriage Relationship Model Chapter 9 A Relationship with a Telco Flaws in the Logic of This Argument Telcos are not Individuals; They are Corporations Markets Are Made Up of Millions of Customers Challenges Culture Business Model Information and Intelligence Typical Organizational Structure The Telecommunications Value Chain The Desperation Ploy - Creation of a Churn Manager Churn/Customer Relations are Created by the Entire Organization Churn Can Only Be Managed By The Entire Organization Customer Relationship Management The CRM Components of the Value Chain A CRM-Specific View of the Business Management Structure Customer Relationship Organizations What Do These Business Units Do? eXcellence in Telecommunications The Telco Churn Handbook Getting the organization to act like an individual Organizational Contention Challenges Different Functions: Different Views Different Functions: Different Objectives Different Organizations: Different Information Who is In Charge of the Customer? The Problem of Information Overload Coordinating Customer Touchpoint Activity The Corporate Customer Data Warehouse Chapter 10 Customer Management System and the Organization That Runs It The Data Warehouse Trap But It Doesn't Work! A Single View of the Customer Is Not Enough The Data Warehouse Must Have Teeth Introducing the Customer Management System Building an Effective Customer Management System Critical Success Fac