What your churn data isn't telling you
The customer said they left for a better price. The churn report records it as price sensitivity. Neither captures the failed installation, the eleven-day delay, the service that never quite...
Read MoreHow a transposed serial number becomes a six-month headache
4A2F916B versus 4A2F961B. Two digits swapped. The service works fine. Nobody notices — until the customer reports a fault six months later and the remote reset command goes to a...
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