tural Segments Application of Structural Segmentation WAR Segmentation Purpose of WAR Segmentation Structure of WAR Segments Building of WAR Segments Application of WAR Segments Targeting Segmentation eXcellence in Telecommunications The Telco Churn Handbook Purpose of Targeting Segmentation Structure of Targeting Segments Building of Targeting Segmentation Application of Targeting Segmentation Managing the Segmentation Process Itself Role of the Customer Management System Chapter 13 Customer Value and the Customer Value Function Why Is Customer Value Important to Churn Analysis? Working with the Customer Value Function Principle Components of the Customer Value Function Past Revenue Credit Risk and Company Interface Behavior Utilization Behavior Customer Characteristics Assembling the Customer Value Function Components Step 1 - Definition of Variables to Be Included Step 2 - Assignment of Relative Weights To Each Variable Step 3 - Execution of Function Calculations Two Types of Customer Value Function The Customer Value Function Index The Customer Value Function Ranking Making Use of the Customer Value Function Using the CVF for Segmentation Using the CVF to Populate Customer Touchpoint Systems Refreshing the CVF Chapter 14 Customer Churn Indexes Making Analysis Simpler Building the Churn Management Equation The Customer Churn Index (CCI) Concept Differences between the CCI and Churn Prediction Models Making Use of the Customer Churn Index Individual, Enterprise-Wide, and Segment CCI Scores? Using the Individual CCI Scores Using Enterprise CCI Scores Making Use of Segment CCI Scores Using the CCI as Part of Predictive Churn Applications Creating a Customer Churn Index Dimensions of Churn Decision Reasons to Churn Table of Contents Customer Rating of the Firm for Each Reason Loading the Customer Churn Index - Customer Variables Assigning the Customer Rankings and Importance of Factors Loading the Customer Churn Index - Competitive Variables Objectives for Competitive Values Assigning Competitive Values Price Qual