Despite aggressive campaigns to attract customers with lower mobile phone prices, T-Mobile has been
losing large numbers of its most lucrative two-year contract subscribers. Management wants to know
why so many customers are leaving T-Mobile and what can be done to entice them back. Are customers
deserting because of poor customer service, uneven network coverage, wireless service charges, or competition
from carriers with Apple iPhone service? How can the company use information systems to
help find the answer? What management decisions could be made using information from these
systems?
