I'm not sure if there is a "strategy", per se, for cancelling a subscription.
some CSPs have used the "tactic" of "forcing" customer to call customer service (instead of using self-service) to terminate their subscription.
the idea is to give the CSRs the chance to:
- understand the reasons for the termination
- possibly convince customer to keep their subscription
- possibly by giving them a discount (which would reset the timer on their commitment period)
but the above is not a recommendation, nor anywhere close to a best-practice that TM Forum would recommend.
A lot of consumer right regulations have also been put in place to make customers termination hassle-free (especially in the energy or mobile telephony sectors where some operators have used "aggressive" technics to avoid termination)
From a process point of view, You may find some information in the Business Process Framework in the Product domain.
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Kind regards,
Matthieu Hattab
Lyse Platform
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Original Message:
Sent: Jul 05, 2022 06:47
From: SHANAVAS ELAYEDATH
Subject: Industry standard benchmark and strategy for Cancel a subscription or Postpaid paln
Do we have any defined industry standard or best practices to be followed / benchmarked during the Disconnection / Cancel a subscription or a plan?
#CustomerExperience
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SHANAVAS ELAYEDATH
EITC (DU)
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