While many operators are focusing their efforts on reducing costs and curbing non-essential spending, the fact remains that reducing mobile churn will considerably increase bottom lines.
Minimising Mobile Churn Strategic Report provides an evaluation of the global telecoms market with specific reference to the impact of customer churn and the resulting decline in revenues. The report addresses and provides guidance on how to tackle churn in terms of business processes and through the use of available software solutions.
Key Coverage
- Understand why customers churn in the first place and what measures you can implement to prevent it
- Discover how to tackle churn in terms of business processes (refining customer care, loyalty schemes and customer segmentation and personalisation) and through the use of available software solutions
- Empower your organisation with a sophisticated understanding of the customer base, developing retention strategies and loyalty programmes for pre and post-paid customers
- Learn from real-life case studies how the major players in the market are dealing with churn and benchmark your performance against them
- Benefit from an exclusive new survey of industry professionals opinions on key trends in CRM and churn
- Profit from valuable suggestions as to how operators should adapt their strategies for the future.
Key Issues Discussed
-
Value of customer satisfaction: articulate the financial value of customer satisfaction to your business
Profitability assessment: tying costs and revenues to specific customer segments to ensure products yield maximum profits
Churn and loyalty management: predictive modelling and other techniques used to proactively retain and increase the revenues of profitable customers
Business intelligence/analytics: data warehousing and mining techniques used to enhance decision making and uncover profitable data patterns
Self-service: web and IVR-based strategies for lowering call centre and billing costs, keeping customers informed and making customer interaction more efficient
CRM/customer care: personal interaction techniques and policies that improve the effectiveness of the call centre, helpdesk and field sales.
Countries / Sectors / Companies Covered
Detailed case studies of major players including:
- China Resources Peoples Telephone Company
- Elisa
- Hutchison 3G
- Idea Cellular
- Kyivstar
- O2 UK
- Orange
- Sunrise
- T-Mobile UK
- T-Mobile USA
- Tesco Mobile
- Virgin Mobile
Who should read this report
- Mobile operators
- Understand the facts on churn and churn management though market examples and real life case studies
- Gain an understanding of the direction the market is heading and how it relates to the needs of subscribers
- Learn about the segmentation strategies employed by your competitors and adjust your strategies accordingly
- Vendors
- Discover operator strategies and determine how you can match their requirements
- Learn how you can partner with operators and handset manufacturers to target segments with more appealing services
- Identify strategies for creating successful mobile communities
- Fixed-line operators
- Learn what mobile operators are planning in order to gain market share at the expense of your services
- Industry analysts and consultants
- Gain a complete overview of how churn is impacting the telecoms industry, what retention strategies are being implemented and what technology solutions are available to achieve better customer management
- Investment companies
- Find out about start-ups operating in the CRM space and determine which ones have the most promising business cases.
