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A Cross-Market Framework for Optimizing Customer Experience and Lifetime Value in Telecom Portfolios

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Cross-market framework improves customer lifetime value and satisfaction in telecommunications, indicating better retention strategies.

The framework resulted in a 22% increase in average customer lifetime value and a 31% reduction in churn, enhancing overall business performance.
By leveraging advanced analytics techniques, the study identifies high-value customers and anticipates attrition risks through churn prediction and sentiment analysis.
Analysis across urban, rural, prepaid, postpaid, and enterprise markets demonstrates the model's adaptability while maintaining operational efficiency.
This innovative approach emphasizes ethical data practices and the need for synchronizing customer-centric KPIs with business metrics.

Abass et al. (2025) studied this question.

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