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Global Telecoms - Customer Experience and Real-time Processing

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.

Latest developments:

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.

1. Synopsis
2. Introduction: global telecoms market
3. Insights into global mobile churn
3.1 Examples of European carriers churn
4. Customer experience key to the future of the retail market
4.1 Lack of good customer expectation in telecoms market
4.1.1 Insights in global mobile ARPU
4.2 Global mobile termination
4.3 Global mobile roaming
5. The retail market needs to lift its game
5.1 Under-investment in customer experience
5.2 Very little service differentiation between players
5.3 New sectors are entering the retail market
5.4 New approach needed, not a fix of broken systems
5.5 Cost transparency: the single most important issue in the telco market
6. Solution: high quality data and analytics
6.1 Data silos
7. Contextual intelligence
7.1 Benefits for telcos and ISPs
7.2 Social Network Analytics
8. Data analytic application examples
8.1 Subscriber Data Management
9. Business understands need for real-time processing
10. Related reports
List of Tables and Exhibits
Table 1 – Worldwide telecom statistics at a glance – 2012
Table 2 – Vodafone customer churn by key market (Europe) – 2004 - 2011
Table 3 – TeliaSonera annualised customer churn by key market (Europe) – 2007 - 2011
Table 4 – Telekom Deutschland annualised monthly customer churn by key market – 2009 - 2011
Table 5 – France Telecom customer churn by key market (Europe) – 2007 - 2011
Table 6 – Worldwide average mobile monthly ARPU – 2005 - 2013
Table 7 – India - mobile ARPU by technology, prepaid/postpaid/blended – 2010
Table 8 – India - mobile ARPU (GSM and CDMA) – 2005 - 2010
Table 9 – Mobile termination rates by region – 2005; 2010
Table 10 – Worldwide mobile roaming revenue – 2000; 2008; 2012
Exhibit 1 – Carrier attributes churn to poor network coverage
Exhibit 2 – Bundling services in Europe
Exhibit 3 – Real-time processing
Exhibit 4 - Key characteristics of contextual intelligence in customer service

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