Research On The Countermeasure Of S Telecom Company's Broadband Customer Loss

With the increasingly fierce market competition,customer churn has become a common problem faced by telecommunication operators.For a long time,China Telecom has been in the dominant position in the broadband market.The pressure of customer churn is becoming more and more serious.For China Telecom operators,broadband customers are the basis of survival,so the problem of customer churn needs to be solved urgently.In this paper,S Telecom Company is taken as the research object,and its current broadband market and broadband customer churn are systematically considered and studied.Firstly,this paper reviews the related theories such as customer churn,then systematically analyses the situation of customer churn with SWOT tools and basic data,and sums up the internal and external reasons of broadband customer churn.On this basis,the paper studies the problem of broadband customer churn in S Telecom Company.Based on the life cycle of customer relationship and the specific reasons of loss,operational countermeasures are formulated.Finally,a series of strategies are put forward to improve the management of broadband customer churn,including team building,system improvement and effective operation of IT tools.Through in-depth systematic research,this paper puts forward effective countermeasures for S Telecom to reduce the loss of broadband customers in broadband operation,and its conclusions have certain reference value for related industries.