The costs of acquiring a customer have grown along with the increase in smart phone uptake. Subsidising handsets is an expensive exercise and it is has become even more important for the telcos to retain the customer once they are on board. Especially when customers today may have many services from the one provider including multiple mobile and data subscriptions, fixed lines, pay TV and broadband. It is time for telcos to remember again the old mantra that the “Customer is King” and save billions in the costs associated with replacing customers in the process. Real-time processing is also required in order to improve processes and services.
Customer experience is increasingly important to service differentiation; retaining customers in this competitive and economic environment is challenging; the cost of acquiring customers is expensive; reducing churn rates can offer significant savings to telcos; there is currently a lack of high customer expectation in telecoms market; In order to improve the customer experience it is essential that the data input for customer experience is of the highest possible quality
Financial information includes:
Vodafone customer churn by key market (Europe); TeliaSonera annualised customer churn by key market (Europe); Telekom Deutschland annualised monthly customer churn by key market; France Telecom customer churn by key market (Europe); Worldwide average mobile monthly ARPU; India - mobile ARPU by technology, prepaid/postpaid/blended; India - mobile ARPU (GSM and CDMA); Mobile termination rates by region; Worldwide mobile roaming revenue.