es channels of a company falls to the sales department, and sometimes marketing runs it. Some organizations create a separate channel management organization. Managing a number of differing channels can be a big job, and since these channels have significant impact on how your customers come to view your company, they play a critical role in the CRM and churn management structure. Agents No matter how you manage them, most firms are highly dependent upon independent agents to drive much of their business. Agents, independent resellers of your services, are difficult to manage, but are a critical component of your successful customer relationship. Retail Outlets Many providers have their own retail outlets. These outlets are subject to all of the critical customer relationship aspects that any retail has. Location, layout, personnel, inventory all play a role. Retail outlets are a particularly difficult component of the customer mix to manage well when you are not a retail business as such. Customer Service In addition to the traditional proactive customer contact groups most businesses also have the more passive customer support groups. Customer service can be an extremely large group, sometimes numbering in the hundreds. The quality of the customer service people's interactions with customers can play a very large role in the customer's ultimate churn decision. Internet Channel Many companies have established Web sites and other forms of Internet channels. These new, and for the most part untested, additions to the customer relationship management mix are growing in importance, especially for certain high-technology, early adaptor, and youth markets. eXcellence in Telecommunications The Telco Churn Handbook Billing When it comes to telecommunications there is no doubt about the importance of the billing system in overall operations and in customer satisfaction. A billing system that is accurate, timely, and user friendly can go a long way in resolving customer difficulties. A system that is inaccurate, habituall