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  1. #1
    AJK
    Guest
    My contract expired and I've been a customer since '97. I just spoke with
    CS and was very frustrated because they offerred me NOTHING in terms of a
    new retention for signing a contract. I never use even HALF of my minutes
    so I wanted a lower bill or earlier minutes or first minute incoming free...
    they wouldn't budge.

    What I have:

    750 Anytime
    3000 Weekend
    8PM Nites
    Free PCS to PCS
    $40 for the above plus
    $10 Vision

    Are any of you out there doing better than that? Should I just shut up and
    be happy with what I got or should they throw me a bone? Thanks for your
    feedback!





    See More: Retention Deal




  2. #2
    Notan
    Guest

    Re: Retention Deal

    AJK wrote:
    >
    > My contract expired and I've been a customer since '97. I just spoke with
    > CS and was very frustrated because they offerred me NOTHING in terms of a
    > new retention for signing a contract. I never use even HALF of my minutes
    > so I wanted a lower bill or earlier minutes or first minute incoming free...
    > they wouldn't budge.
    >
    > What I have:
    >
    > 750 Anytime
    > 3000 Weekend
    > 8PM Nites
    > Free PCS to PCS
    > $40 for the above plus
    > $10 Vision
    >
    > Are any of you out there doing better than that? Should I just shut up and
    > be happy with what I got or should they throw me a bone? Thanks for your
    > feedback!


    Offhand, I'd say that's about as good as it's gonna get.

    (If you don't even use half of your plan's minutes, what's
    the point in "earlier minutes" or FIMF?)

    Notan



  3. #3
    John Richards
    Guest

    Re: Retention Deal

    "AJK" <[email protected]> wrote in message news:[email protected]
    > 750 Anytime
    > 3000 Weekend
    > 8PM Nites
    > Free PCS to PCS
    > $40 for the above plus


    That's about as good as you can do for $40.
    I have the same retention plan except unlimited N/W instead
    of free PCS to PCS.

    --
    John Richards



  4. #4
    Dan Tso
    Guest

    Re: Retention Deal

    In article <[email protected]>, Notan <[email protected]> wrote:

    >> 750 Anytime
    >> 3000 Weekend
    >> 8PM Nites
    >> Free PCS to PCS
    >> $40 for the above plus
    >> $10 Vision
    >>
    >> Are any of you out there doing better than that? Should I just shut up and
    >> be happy with what I got or should they throw me a bone? Thanks for your
    >> feedback!

    >
    >Offhand, I'd say that's about as good as it's gonna get.


    Well they are offering $40/1000AT UNW8pm fairly freely, but as you say, it
    wouldn't do you any good since you don't even use 750AT. They aren't going
    to be inclined to offer much below $40 as they can't make any money on you.



  5. #5
    O/Siris
    Guest

    Re: Retention Deal

    In article <[email protected]>, ajk3000
    @hotmail.com says...
    > My contract expired and I've been a customer since '97. I just spoke with
    > CS and was very frustrated because they offerred me NOTHING in terms of a
    > new retention for signing a contract. I never use even HALF of my minutes
    > so I wanted a lower bill or earlier minutes or first minute incoming free...
    > they wouldn't budge.
    >
    > What I have:
    >
    > 750 Anytime
    > 3000 Weekend
    > 8PM Nites
    > Free PCS to PCS
    > $40 for the above plus
    > $10 Vision
    >
    > Are any of you out there doing better than that? Should I just shut up and
    > be happy with what I got or should they throw me a bone? Thanks for your
    > feedback!
    >


    As Sprint began taking note of customers coming to places like this
    newsgroup, and to web site forums, to exchange stories and what worked
    and didn't work, they were becoming more selective in the type of
    customer who gains these kinds of deals. In terms of monthly charge,
    your plan is about as low as it gets.

    Such condition inevitably reduces your "Value" to the company. I
    capitalized and quoted that, because there is actually a mathematically
    derived "property" of a customer called "Value." It arrives at a final
    result looking at several things. How many times you've called in, how
    much credit you've received, how many services you subscribe to, the
    offers you've accepted in the past... and more.

    Your usage/plan puts you at the low end of profitability, you state you
    use the phone sparingly, you subscribe to only one service (two,
    arguably, with the 8PM option, but still not many), and odds are your
    record of contacting customer service is equally sparse.

    No one likes to feel as if they are taken for granted, I understand, but
    such a user, frankly, costs more to retain than they return to the
    company. It hurts to be labelled that way (I am one such customer
    myself). But that is, as far as I was trained when I worked there, the
    blunt truth.

    --
    R
    O/Siris
    ~+~
    A thing moderately good
    is not so good as it ought to be.
    Moderation in temper is always a virtue,
    but moderation in principle is always a vice.
    -Thomas Paine, "The Rights of Man", 1792-



  6. #6
    John Richards
    Guest

    Re: Retention Deal




    "O/Siris" <[email protected]y.com> wrote in message news:[email protected]
    > In article <[email protected]>, ajk3000
    > @hotmail.com says...
    >>
    >> 750 Anytime
    >> 3000 Weekend
    >> 8PM Nites
    >> Free PCS to PCS
    >> $40 for the above plus
    >> $10 Vision
    >>
    >> Are any of you out there doing better than that? Should I just shut up and
    >> be happy with what I got or should they throw me a bone? Thanks for your
    >> feedback!
    >>

    >
    > As Sprint began taking note of customers coming to places like this
    > newsgroup, and to web site forums, to exchange stories and what worked
    > and didn't work, they were becoming more selective in the type of
    > customer who gains these kinds of deals. In terms of monthly charge,
    > your plan is about as low as it gets.
    >
    > Such condition inevitably reduces your "Value" to the company. I
    > capitalized and quoted that, because there is actually a mathematically
    > derived "property" of a customer called "Value." It arrives at a final
    > result looking at several things. How many times you've called in, how
    > much credit you've received, how many services you subscribe to, the
    > offers you've accepted in the past... and more.
    >
    > Your usage/plan puts you at the low end of profitability, you state you
    > use the phone sparingly, you subscribe to only one service (two,
    > arguably, with the 8PM option, but still not many), and odds are your
    > record of contacting customer service is equally sparse.
    >
    > No one likes to feel as if they are taken for granted, I understand, but
    > such a user, frankly, costs more to retain than they return to the
    > company. It hurts to be labelled that way (I am one such customer
    > myself). But that is, as far as I was trained when I worked there, the
    > blunt truth.


    Wouldn't his sparse record of contacting customer service be a plus
    in the Value equation? I call SPCS customer service an average of once
    every two years. If most customers were that self-reliant it would be
    a huge savings to Sprint in terms of customer service costs.
    As far as not using all (or even a large fraction of) one's AT minutes,
    that would be a plus also, because it makes the load on Sprint's
    network that much less, allowing them to accommodate more customers
    with fewer infrastructure improvement costs.

    --
    John Richards




  7. #7
    Scott Stephenson
    Guest

    Re: Retention Deal


    "John Richards" <[email protected]> wrote in message
    news:[email protected]

    >
    > Wouldn't his sparse record of contacting customer service be a plus
    > in the Value equation? I call SPCS customer service an average of once
    > every two years. If most customers were that self-reliant it would be
    > a huge savings to Sprint in terms of customer service costs.
    > As far as not using all (or even a large fraction of) one's AT minutes,
    > that would be a plus also, because it makes the load on Sprint's
    > network that much less, allowing them to accommodate more customers
    > with fewer infrastructure improvement costs.
    >


    Not using all of the AT minutes indicates that the revenue the customer can
    generate has pretty much peaked. If the plan is in the $30-40 range, it
    really doesn't pay to aggressively pursue a lower-end customer (in revenue
    terms) with a fantastic deal to stay. The ROI is minimal at best.





  8. #8
    Michaels
    Guest

    Re: Retention Deal

    On Wed, 22 Dec 2004 16:49:57 -0700, "Scott Stephenson"
    <[email protected]> wrote:


    >>

    >
    >Not using all of the AT minutes indicates that the revenue the customer can
    >generate has pretty much peaked. If the plan is in the $30-40 range, it
    >really doesn't pay to aggressively pursue a lower-end customer (in revenue
    >terms) with a fantastic deal to stay. The ROI is minimal at best.
    >


    You know this is something I have never really understood. I've
    always heard that it costs a great deal to acquire a customer, so
    there should be some value to keeping an existing one, even a $40 per
    month one. After all, if that customer leaves, Sprint loses $480 per
    year, while their costs haven't gone down 1 cent. Well actually they
    save the cost of mailing out 12 bills, but that's it. How is this a
    good idea?

    Having said that, I realize that $40 per month is generally about the
    lowest amount you'd pay for any company's service with a decent amount
    of anytime minutes, so maybe they figure you won't actually leave.

    - -

    To reply via e-mail, remove the "x" at the beginning of my e-mail address



  9. #9
    Scott Stephenson
    Guest

    Re: Retention Deal


    "Michaels" <[email protected]> wrote in message
    news:[email protected]
    > On Wed, 22 Dec 2004 16:49:57 -0700, "Scott Stephenson"
    > <[email protected]> wrote:
    >
    >
    > >>

    > >
    > >Not using all of the AT minutes indicates that the revenue the customer

    can
    > >generate has pretty much peaked. If the plan is in the $30-40 range, it
    > >really doesn't pay to aggressively pursue a lower-end customer (in

    revenue
    > >terms) with a fantastic deal to stay. The ROI is minimal at best.
    > >

    >
    > You know this is something I have never really understood. I've
    > always heard that it costs a great deal to acquire a customer, so
    > there should be some value to keeping an existing one, even a $40 per
    > month one. After all, if that customer leaves, Sprint loses $480 per
    > year, while their costs haven't gone down 1 cent. Well actually they
    > save the cost of mailing out 12 bills, but that's it. How is this a
    > good idea?


    But what they look at is whether the $30 plan is going to pay the bills or
    the $80 one. If the margin is too low on the cheap plan, they put
    themselves in a position where they are pretty much giving away the service,
    and if the user is always well within minutes, offering more minutes at a
    bargain (but more than current) price is not going to be a deal maker.
    Having 100 million subscribers that earn you a profit of $1 apiece is not as
    good as having 10 million earning you $10 each.

    >
    > Having said that, I realize that $40 per month is generally about the
    > lowest amount you'd pay for any company's service with a decent amount
    > of anytime minutes, so maybe they figure you won't actually leave.
    >
    > - -
    >


    I think that last statement might be pretty accurate and close to the reason
    for the lack of incentive to stay.





  10. #10
    John Richards
    Guest

    Re: Retention Deal

    "Scott Stephenson" <[email protected]> wrote in message news:[email protected]
    >
    > "John Richards" <[email protected]> wrote in message
    > news:[email protected]
    >
    >>
    >> Wouldn't his sparse record of contacting customer service be a plus
    >> in the Value equation? I call SPCS customer service an average of once
    >> every two years. If most customers were that self-reliant it would be
    >> a huge savings to Sprint in terms of customer service costs.
    >> As far as not using all (or even a large fraction of) one's AT minutes,
    >> that would be a plus also, because it makes the load on Sprint's
    >> network that much less, allowing them to accommodate more customers
    >> with fewer infrastructure improvement costs.
    >>

    >
    > Not using all of the AT minutes indicates that the revenue the customer can
    > generate has pretty much peaked. If the plan is in the $30-40 range, it
    > really doesn't pay to aggressively pursue a lower-end customer (in revenue
    > terms) with a fantastic deal to stay. The ROI is minimal at best.


    I tend to agree when getting down to the $30-35 level, but the $40 and up
    level should be profitable for Sprint. Also, customer usage level can change
    quickly. For example, a family whose kids reach the teenage years can have
    a sudden increase in wireless phone usage. My own usage has slowly
    ramped up over the years, as more and more of formerly landline toll calls
    made from the house are replaced by cellular calls.

    --
    John Richards



  11. #11
    Scott Stephenson
    Guest

    Re: Retention Deal


    "John Richards" <[email protected]> wrote in message
    news:[email protected]

    >
    > I tend to agree when getting down to the $30-35 level, but the $40 and up
    > level should be profitable for Sprint.


    You would think so, but when you compare ARPU and profits/losses on a
    quarterly basis, you see that profitablilty came at much higher than $40.

    >Also, customer usage level can change
    > quickly.


    Agreed, but the OP stated that he never comes close to using all of his
    minutes on his current plan.

    >For example, a family whose kids reach the teenage years can have
    > a sudden increase in wireless phone usage. My own usage has slowly
    > ramped up over the years, as more and more of formerly landline toll calls
    > made from the house are replaced by cellular calls.
    >
    > --


    And you would probably be an excellent candidate for a retention deal, if
    the situation arose. Remember- I pointed out price plan as one of a number
    of factors that could affect whether or not a retention deal is offered.






  12. #12
    O/Siris
    Guest

    Re: Retention Deal

    In article <[email protected]>, jr70
    @blackhole.invalid says...
    > Wouldn't his sparse record of contacting customer service be a plus
    > in the Value equation?
    >


    You would think so, wouldn't you? I would be totally speculating,
    because our training did *not* go over all these factors and how they
    affect the Value rating. I think it's more accurate to say that such
    sparse contact doesn't affect the rating. And then it gets complicated
    from there.

    --
    R
    O/Siris
    ~+~
    A thing moderately good
    is not so good as it ought to be.
    Moderation in temper is always a virtue,
    but moderation in principle is always a vice.
    -Thomas Paine, "The Rights of Man", 1792-



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