Steps to improve performance

You as Business Analyst is tasked with analysing and then recommending steps to improve performance.

The senior management in a telecom provider organization is worried about the rising customer attrition levels. Additionally, a recent independent survey has suggested that the industry will face increasing churn rates and decreasing ARPU (average revenue per unit). The effort to retain customers so far has been very reactive. Only when the customer calls to close their account is when we act. That’s not a great strategy, is it? The management team is keen to take more proactive measures on this front.

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