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The central aim is to develop a proactive strategy to reduce customer churn in telecommunications.

February 2, 2026SustainabilityOpen Access

Creating a Proactive Churn Retention Strategy in a Telecommunications Company Through the Application of Design for Lean Six Sigma

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The central aim is to develop a proactive strategy to reduce customer churn in telecommunications.
Utilized DMADV methodology for strategy development
Employed techniques like propensity modeling and predictive analytics
Implemented targeted interventions including loyalty discounts and outbound campaigns
Conducted pilot tests with approximately 5000 high-risk customers monthly
Achieved a 6% increase in customers under contract
Noted a 2% improvement in rates
Reduced repeat call rates by 6%, translating to 2880 fewer calls annually
Preserved an estimated 10% in revenue over 12 months
Realized a 2% cost reduction annually through process improvements

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This investigation demonstrates improved customer retention in a telecom company, indicating the effectiveness of targeted strategies.

Mulcahy et al. (2026) studied this question.

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