Sprint Nextel has the highest rate of customer churn (the number of customers who discontinue a service) in the cell phone industry, amounting to 2.45 percent. Over the past two years, Sprint has lost 7 million subscribers.

Management wants to know why so many customers are leaving Sprint and what can be done to woo them back. Are customers deserting because of poor customer service, uneven network coverage, or the cost of Sprint cell phone plans? How can the company use tools for online collaboration and communication to help find the answer? What management decisions could be made using information from these sources?