I think it's short-sighted. The bottom line is that it is cheaper to retain subscribers than acquire new ones. Hyers says that carriers will probably continue to focus on winning new customers until 2004, when the average churn rate will be 41 percent. Then, carriers may realize what a problem churn is and begin creating programs to treat it. Hyers says that these programs will have to let the customer know how much he or she is valued.
Carriers can use the bill to communicate with the customer.
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