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Introduction: The Number One Cause of Customer Churn You Can Control

The telecom market of the 21st century is customer-driven and intensely competitive-and this makes the reliability of your telecommunications network more important to your business than ever before.

Customers today regard telecommunications services as an undifferentiated commodity. For years, providers have been engaged in a bidding war to buy customers with steep price cuts and service bundling. Customers expect service to be cheap, and they don't hesitate to switch for a better offer.

The new number portability regulations will raise customer churn rates even higher. The research firm Gartner estimates that eventually 10 percent of telecom customers will switch.

Network Reliability is a Competitive Advantage

Under competition this intense, small differences mean a lot. If you can generate even slightly better customer satisfaction, you can retain and attract more customers than your competition.

Network reliability is the key driver of customer satisfaction. It doesn't matter how low your prices are-if your network services are not reliable, you will drive customers away.

Reliability is the #1 cause of churn that you can control. Source: Telephony Online "Care Packages"

Research has shown that, after offers of better deals, network
reliability is the number one cause of customer churn that you can control.

Anything you can do to increase your network's reliability will give you the crucial competitive edge you need to survive and prosper in today's economy.

What Used to Work Doesn't Anymore

The problem is, what used to work in network monitoring doesn't work anymore. To achieve service levels that will distinguish you from your competitors, you need the latest network monitoring technology-and you need to implement it in a shorter time with a reduced staff and a reduced budget.

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