Minimising Mobile Churn

Minimising Mobile Churn analyses the real factors which determine customer satisfaction. Establishes the key issues in reducing churn and achieving optimum loyalty and retention strategies.
By: Bharat Book Bureau
 
March 30, 2007 - PRLog -- This Strategic Report will allow you to:

Understand why customers churn in the first place and what measures you can implement to prevent it
Discover how to tackle churn both 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 subscribers
Benefit from an exclusive new survey of industry professionals’ opinions on key trends in CRM and churn
Learn from real-life case studies how the major players in the market are dealing with churn and benchmark your performance against them
Profit from valuable recommendations as to how operators should adapt their strategies for the future.
This Strategic Report answers the following questions:

What are the key factors governing subscriber churn?
What are the costs and causes of churn?
What are the benefits of a mobile community approach?
What do operators need to achieve optimal network intelligence?
How do you influence your customers to recommend you to others?
Does loyalty exist in today’s market?
What are the key elements of creating and influencing loyalty?
Is the quality of customer service important in reducing costs?
Is self-service the way forward?
What is the impact of mobile number portability and other pull factors?
What is the influence of spam, privacy and data protection regulations?
Table Contents:

Figure 1: Total global average monthly blended churn

Figure 2: Does churn still represent a growing problem for mobile operators?

Figure 3: Have overall levels of churn increased or decreased in the last two years?
Defining the market landscape
The role of customer satisfaction

Figure 4: Most important aspects of customer care
Managing the customer experience
Designing the customer experience
Defining churn
Defining customer retention and loyalty schemes
Customer-relationship management is not (just) technology
Key issues and trends in improving customer service
Bridging the gap between customer expectations and customer experience

Figure 5: Respondents’ views on the primary reason for churn among mobile subscribers
Consumer dynamics
Device management to monitor customer experience and reduce churn
Niche targeting for customer intimacy
Community focus
Contact centres and business-process outsourcing
Regulatory concerns
Customer satisfaction measurement approaches
Customer value system
Measuring and justifying the investment
Quality of service and experience assessment
Customer profitability and segmentation
The intelligence of the network
Detailed customer segmentation and profiling
Developing and managing effective customer segmentation models
Prepaid segmentation
The CRM solutions spectrum

Figure 6: Which three of the following factors do you perceive as the greatest challenges in CRM today and in 2007?
Churn prevention and loyalty strategies

Figure 7: Acceptable annual churn, as a percentage of total subscribers
Churn prevention strategies

Figure 8: Which department should be most responsible for managing churn?

Figure 9: Has your company implemented a churn reduction strategy in the last two years?
Reward schemes to achieve customer loyalty and reduce churn
Fighting churn by fostering loyalty

Figure 10: Impact of loyalty schemes on retaining customers
Types of loyalty schemes
Customer loyalty programmes
Prepaid loyalty and churn strategies

Figure 11: Monthly prepaid churn
Loyalty schemes for prepaid
Loyalty and retention drivers
Prepaid churn
Strategic challenges and opportunities
Revenue-generating opportunities
Environmental factors

For more information visit
http://www.bharatbook.com/bookdetail.asp?bookid=30039&publisher=

Website: www.bharatbook.com
End
Source:Bharat Book Bureau
Email:Contact Author
Zip:400614
Tags:Minimising Mobile Churn
Industry:Reports
Location:India



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