世界各国のリアルタイムなデータ・インテリジェンスで皆様をお手伝い

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この調査レポートは、世界の通信市場の様々な顧客忠誠心(ロイヤリティ)について分析し、真に顧客を喜ばせる総合的なアプローチを強いられている企業の成功事例を提示しています。プリペイドやポストペイドによる顧客満足度をあげるための方策(ロイヤリティスキーム)、顧客経験価値(使いごこち)の管理、端末の補助金、顧客サービスの向上などの具体例をあげています。

Informa’s telecoms loyalty research program includes a selection of case studies covering different areas of customer loyalty, including prepaid and postpaid strategies, customer experience management, customer services transformation, handset subsidies and convergence.

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In today’s ultra-competitive telecoms markets, it’s arguably never been harder for operators to keep their customers happy and yet some operators have performed minor miracles in reducing churn. The most successful operators have developed complex end-to-end customer experience management strategies designed to delight the customer throughout the whole of their lifetime with the operator.

Overview

Many countries around the world are already reaching saturation by exceeding 100% mobile penetration and even the emerging markets are reaching high levels. Consequently, the acquisition strategies adopted by most operators to gain market share are ceasing to be effective, most new subscriptions now will be either acquired from competitors or dual SIM card users. Therefore, retaining customers has become a key strategy for all the operators.

Operators still face several challenges in terms of customer loyalty: retaining prepaid customers; offering an enhanced customer experience from the traditional customer channels; maintaining and improving network coverage; and developing predictive modelling to anticipate those customers likely to churn. Consequently, operators have to keep investing to increase their coverage while at the same time improving customer channels, segmentation and loyalty programs to enhance the customer experience in a holistic and comprehensive way.

Informa’s Telecoms Loyalty research analyzes the different areas within customer loyalty, bringing best-practice examples of companies that are moving beyond the IT burden to a more holistic approach to really delight the customer. The case studies offer examples of best practice in areas that include prepaid and postpaid loyalty schemes, customer experience management, handset subsidies and customer service transformation.

How will this research help you

• Evaluate the best strategies in different customer loyalty areas.
• Determine what the best strategy is for different segments at different stages in the subscriber life cycle.
• Assess competitor positioning and direction through case studies and profiles.
• Gain an understanding of the state of customer loyalty within the telecoms industry

Case studies include

• TMN
• Vodafone Portugal
• Sprint
• AT&T
• US Cellular
• Telekom Austria
• Virgin Media UK
• China Telecom
• Zain
• Mobily Raqi
• Orange Niger
• O2 UK
• Orange UK
• Zain Rewards
• MTN Zone

詳細資料は、こちらよりご依頼ください。

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価格は、電子媒体(PDF、エクセル、パワーポイント)価格です。 ハードコピーでも購入できます。詳細は、データリソースまでお問合せください。 (電話:03-3582-2531、Eメール:info@dri.co.jp)

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