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Follow on Google News | Minimising Mobile ChurnMinimising 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 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) 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’ 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’ 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/ Website: www.bharatbook.com End
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