CRM Tools for Churn Management in the Telecommunication Company

Nowadays, big companies of telecommunication industry face the problem of increasing customer churn caused by small expenses of switching. So, the relevance of timely contact with the client and the choice of the best tool for its deduction is undoubted. Competent study of CRM strategy will help the company to provide the high level of service, to increase loyalty of customers and to reduce customer churn. The purpose of work is to define features of operation of the CRM tools for management customer churn in the telecommunication company. Object: customer churn in the Rostelecom company. Subject: the CRM tools for churn management. By means of customer survey and a deep interview with managers of the company the current situation and activities of Rostelecom within management of customer churn was described. That helped to identified weaknesses and opportunities which the company does not use. As a result of the study, recommendations for improving business processes in customer relations were developed, and also, paramount activities were described, and their economic efficiency was calculated. The work contains 80 pages, 4 tables, 16 pictures, 4 appendices. 63 sources were used for writing.