A Business Intelligence Perspective for Churn Management

Abstract

This study looks into the issue of Churn faced by various competitive industries (like telecom) from the perspective of Business Intelligence (BI). The presented work with the help of existing literature on BI takes into consideration the benefits of deploying a BI system for churn managrment. Sub-objective of this work also includes suggesting a conceptual framework for handling churn with the aid of a BI system. As large numbers of Business Intelligence systems are not able to meet the expected benefits associated with them, it calls for taking into account several intangible benefits along with the tangible ones. The way BI systems can assist in churn management in-line with the business strategy of the firm can enhance the strategic value of both tangible and intangible assets manifold times thereby providing a whole new dimension to organization's value chain.