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Prepaid Mobile Churn Management

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Alexandre Teixeira Lourenço, PMP
Alexandre Teixeira Lourenço, PMP

Presented in Amsterdam, 2002

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CHURN MANAGEMENT Prepaid Mobile 2002 Alexandre Lourenço Head of Consumer Market Dep. TMN - Portugal
Portuguese Market Overview
Portuguese Market Overview (1) Customers and major Steps 1989 TMN Analogue Network 76% Penetration Rate Thousand customers Source: ICP and Operators Oct 92 GSM900 Competition (Telecel /Vodafone ) Set 95 Prepaid (Mimo TMN) Mar 98 GSM1800 Nov 2000 GPRS Set 98 3rd Operator (Optimus) May 2000 WAP
Portuguese Market Overview (2) Market Shares (on n. of customers) Source: Operators
Portuguese Market Overview (3) Next Steps May’ 02 ,[object Object],[object Object],[object Object],Jan’ 03 ,[object Object]
What Is Prepaid Churn and Prepaid Churn Management ?
Prepaid Churn Management Prepaid Churn Churn Management Churn due to lack of recharges Churn due to not producing traffic Churn Reasons Analysis Prepaid Life Cycle Management Incentives to recharges and traffic
Methodologies and Processes to Reduce Churn
Methodologies and Processes to Reduce Churn ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Handset Change programs Incentives to use Advantages on Partners Loyalty Contracts Retention Programmes Best Customers Focus TMN Star Reducing churn...                                                                 
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Retention Programmes
[object Object],[object Object],[object Object],[object Object],TMN Star
Lessons to Learn
Lessons to learn Source: Qmetrics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lessons to learn ,[object Object],[object Object],[object Object]
Next Steps
Next Steps ,[object Object],[object Object]
CHURN MANAGEMENT Prepaid Mobile 2002 Alexandre Lourenço Head of Consumer Market Dep. TMN - Portugal

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