Thesiss

Customer retention is an important issue for any business, especially in mature markets such as the UK mobile market where new customers can only be acquired from competitors. Different methods and techniques have been used to investigate customer retention including statistical…

Retaining high-value and profitable customers is a major strategic objective for many companies. In mature mobile phone markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor Customer Experience. Tr…