Sometimes communications service providers (CSPs) are accused of lacking care when it comes to their customers. Mobile providers especially seem to fare badly in polls of which sectors have the worst customer service. But I don’t believe that it’s lack of care that causes telco customer churn, it’s a lack of customer understanding, writes Dr Dorian Selz, the chief executive of Squirro. CSPs have invested heavily in CRM systems, but most CRM systems are unable to manage unstructured data – social media comments, contact centre call transcripts and so forth. And this is where the really insightful stuff is contained. What customers think, why they are unhappy and what would put a smile back on their face and prevent them from taking their business elsewhere?  

https://www.vanillaplus.com/2018/08/30/41557-lack-customer-understanding-behind-telecoms-churn/