Importance

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Abstract

A churn amelioration system (20) supports data feeds from mobile switching centers (32), billing systems (34), and customer service systems (36). The system (20) maintains an extensive database (42) of customer/unit data and of rules which indicate how to interpret the data. A churn history process (68) establishes rules for predicting the likelihood of churn. An administration process (86) establishes action-related and offer-related rules and assigns identified customer/units to selected organization representative user (ORU) in-boxes so that the identified customers may be proactively contacted by the ORUs. The ORUs interactively operate a churn amelioration process (126). The churn amelioration process (126) proactively or reactively identifies a specific customer/unit (128), then calculates churn vulnerability (140) and customer worth (150). The system (20) prompts ORUs with pre-approved potential offers (192) which may be extended to customers. These offers are configured in response to customer worth. The system (20) prompts ORUs with pre-approved potential actions (218) which may be extended to customers. These actions are configured in response to specified potential customer problems.

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