Paper on pro-active churn management featured at ZEW

Our paper on the value of pro-active churn management has been accepted for presentation at the 13th ZEW Conference on the Economics of Information and Communication Technologies. In this paper, using results from a large-scale randomized experiment run at a major European telecommunications service provider, we show that pro-active churn can increase consumer life-time value in 6%. This statistic increases to 7% when social network data are taken into account.

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