Customer analytics is a vital part of setting the direction of any telco’s marketing activities. Without a clear picture of who your customers are, any campaign you run won’t be effectively targeted or personalized to the degree that today’s consumers now expect. This means both less return on investment for individual campaigns and less satisfied… Continue reading Moving beyond CRM: What telcos need to know about advanced customer analytics strategies
So you’ve got a good marketing proposition backed up by a strong sales team to bring new customers into the business. Great, but for communication service providers (CSPs), this is only the start. It’s what you do with them once they’re on board that can spell success or failure for a relationship over the customer’s… Continue reading Why upselling deserves closer attention – and how to do it right
Keeping churn under control is always a top priority for telco firms. In the current environment, where it’s easy for customers to switch providers at a moment’s notice, firms need to offer more than the most competitive prices in order to keep customers at the end of their contracts. Indeed, the costs of churn continue… Continue reading Why asking the right questions matters in churn analysis
There’s more than one way to grow your business. But while efforts to tempt new customers away from competitors with enticing offers may take up the bulk of a telco’s marketing budget, focusing on the customers you already have can also prove highly beneficial. You’re already at an advantage with these people as you have… Continue reading Getting upsell campaigns right – why personalization matters
Smart service providers are already deepening their customer relationships by delivering services built around each person they serve. The key is robust, human-based data insights—that take the form of a deep and holistic understanding of every individual.
The battle for an emotional connection is the newest frontier in the battle for customer experience.Humans are emotional decision makers. It is not a great challenge to most people’s intuition to say so. When asked, most would accept that when making purchases, emotion plays a part in forming our beliefs and opinions, alongside rational thought and logic.