登录查看更多内容

How can enterprise software analytics improve customer retention in telecom?

由人工智能和领英社区提供技术支持

Customer retention is a key metric for telecom companies, as it reflects how loyal and satisfied their customers are with their services. However, retaining customers in a competitive and dynamic market is not easy. Telecom companies need to understand their customers' needs, preferences, behavior, feedback, and satisfaction levels, and use this data to offer personalized and relevant solutions. This is where enterprise software analytics can help. Enterprise software analytics is the process of collecting, analyzing, and visualizing data from various sources and systems within an organization, such as CRM, billing, network, marketing, and customer service. In this article, we will explore how enterprise software analytics can improve customer retention in telecom by enabling four key outcomes: reducing churn, increasing loyalty, enhancing customer experience, and creating value.

在这篇协作文章中查找专家回答

由社区从 2 条内容中精选。了解更多

1 Reducing churn

Churn is the rate at which customers stop using a telecom service or switch to a competitor. Churn can be caused by various factors, such as poor service quality, high prices, lack of features, or dissatisfaction with customer support. Enterprise software analytics can help telecom companies reduce churn by identifying the root causes of customer attrition, segmenting customers based on their risk of leaving, and predicting churn behavior using machine learning algorithms. By using these insights, telecom companies can design and implement targeted retention strategies, such as offering discounts, incentives, upgrades, or loyalty programs, to prevent customers from leaving.

添加您的观点

Rafael Domene

Global CIO
举报内容
Yes, absolutely right. I would only add that to make the most out of Enterprise Software Analytics, it is very important to generate and capture all the relevant data. This sounds like common sense, but truth is that there are many data points that are not captured or exists in the current BSS or OSS systems, like for example process execution data and customers touch-points data. The other important consideration is to leverage and take advantage of the outcomes of these Analytics triggering actions, like NBA actions to retain, upsell,...or whatever action is better for our business targets for that specific customer.

已翻译

赞

2 Increasing loyalty

Loyalty is the degree to which customers are committed to a telecom service and are willing to recommend it to others. Loyalty can be influenced by various factors, such as customer satisfaction, trust, engagement, and emotional attachment. Enterprise software analytics can help telecom companies increase loyalty by measuring and improving these factors, using tools such as Net Promoter Score (NPS), Customer Satisfaction Index (CSI), Customer Effort Score (CES), and Customer Lifetime Value (CLV). By using these metrics, telecom companies can monitor and optimize their performance across different touchpoints, channels, and stages of the customer journey, and deliver consistent and positive customer experiences.

添加您的观点

3 Enhancing customer experience

Customer experience is the overall perception and feeling that customers have about a telecom service, based on their interactions and expectations. Customer experience can be affected by various aspects, such as service quality, ease of use, convenience, personalization, and responsiveness. Enterprise software analytics can help telecom companies enhance customer experience by collecting and analyzing customer feedback, sentiment, and behavior data from multiple sources, such as surveys, reviews, social media, web analytics, and call logs. By using this data, telecom companies can identify and address customer pain points, gaps, and opportunities, and create customer personas, journeys, and profiles, to offer customized and relevant solutions that meet or exceed customer expectations.

添加您的观点

4 Creating value

Value is the perceived benefit that customers receive from a telecom service, compared to the cost and effort they invest in it. Value can be derived from various elements, such as features, functionality, quality, reliability, security, and innovation. Enterprise software analytics can help telecom companies create value by discovering and delivering new and improved solutions that solve customer problems, meet customer needs, and create competitive advantages. By using data-driven innovation methods, such as design thinking, agile development, and lean startup, telecom companies can test and validate their ideas, and launch and scale their solutions, with minimal risk and waste.

添加您的观点

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Ηarry ?.

Chief Executive Officer - Trading, Marketing & Business Development Officer (CEO, CSO, CMO, BDO) - Dubai Financial, Forex, Crypto & Investment Services
举报内容
Enterprise software analytics boosts telecom customer retention. It offers data-driven insights, enabling personalized offerings and predictive maintenance. Churn prediction and feedback analysis aid in proactive issue resolution, while performance monitoring and competitive benchmarking enhance services. Ultimately, analytics empowers telecom companies to retain customers by prioritizing satisfaction and staying ahead of issues.

已翻译

赞

Enterprise Software

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How can enterprise software analytics improve customer retention in telecom?

1

2

3

4

5

1 Reducing churn

2 Increasing loyalty

3 Enhancing customer experience

4 Creating value

5 Here’s what else to consider

Enterprise Software

给文章评分

感谢您的反馈

更多Enterprise Software相关文章

更多相关阅读内容

How can enterprise software analytics improve customer retention in telecom?

1

2

3

4

5

1 Reducing churn

2 Increasing loyalty

3 Enhancing customer experience

4 Creating value

5 Here’s what else to consider

Enterprise Software

给文章评分

感谢您的反馈

查看其他技能