|By Business Wire||
|September 2, 2013 10:57 AM EDT||
Research and Markets (http://www.researchandmarkets.com/research/r9zt38/finding_and) has announced the addition of the "Finding and Retaining Profitable Customers: Insights from the Telecommunications Industry" report to their offering.
Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash).
Innovation needs to be institutionalized in the telecom service provider's DNA, and has to be centered on the customer, taking into account the importance of social media. An important piece of the puzzle of retaining profitable customers lies in the implementation of social customer service.
In order for today's telecommunications operators to survive in increasingly competitive mature and emerging markets, it will be imperative to find and retain profitable customers. The days of spending months in the development of a single telco product to attract those customers are numbered, as revenue declines have changed the focus from ARPU (average revenue per user) to AMPU (average margin per user). But finding and retaining profitable customers is not easy. Perhaps the obvious starting point is to develop an intimate understanding of the telco customer base.
Finding Profitable Customers:
In order to identify profitable customers, telcos must develop an understanding of how much customers spend on different services, as well as the costs associated with serving those customers.
Analyzing cost-to-serve is tricky, as there are several factors influencing that cost, including the following:
- Orders of customized product or standard product
- Order quantities
- Predictability of order arrivals
- Timeliness of payments
- Requirements for customized or standard delivery
- Requirements for frequent changes in delivery
- Requirements for large amounts of presales support (marketing, technical, and sales resources) or little to no presales support (standard pricing and ordering)
- Requirements for large amounts of post-sales support (installation, training, warranty, field service) or no post-sales support
- Requirements for holding inventory (e.g. for customer premise equipments).
Key Topics Covered:
2. Finding Profitable Customers
3. Retaining Profitable Customers
4. Delivering Positive Customer Experience through Analytics
5. Social Customer Service Emerging as a Customer Requirement
6. Understanding Peculiarities of Social Media Engagement Times
7. Social Customer Service Processes
For more information visit http://www.researchandmarkets.com/research/r9zt38/finding_and