Global Telco CVM Digital Transformation 2019: Driving Customer Value Management in a Digital Era

Global Telco CVM Digital Transformation 2019: Driving Customer Value Management in a Digital Era

Customer Value Management (CVM) is not only about increasing revenue from the user but is a wider concept that has the interaction of services, infrastructure, customer care and most importantly understanding the customer. It is a holistic model and can uplift the overall long-term monetary health of the telco. With mobile subscribers reaching saturation point in several markets it is now more important than ever before to not only understand the consumer, but to listen to what they say, quantify it and input it into the telcos programs and schemes. This is the only way that telcos can grow revenue, as it needs to maximize the customer lifetime value.

This research report covers off the basics of customer value management, the core pillars on which the process should be built on, how value management interacts with customer experience management and of course churn reduction. The report looks at the latest trends in CVM and identifies how this industry is going to change in the future as well. Along with looking at the latest trends, the report goes one step further and studies what disruptions have led to these new age trends in CVM. The report also talks a fair bit about the importance of quantification, predictive analysis and modelling of consumer data and sheds light on how new technologies are aiding this process. The report looks at over 35 case studies from around globe and picks up different examples of how telcos have gotten the best out of the customer. Some of the leading companies mentioned in the report includes T-Mobile, Singtel, China Mobile, MTN, Zain, Telefonica, Reliance Jio, Claro and Telkomsel and lots more.

Key Features:

Digital Transformation Trends – Studies how digital transformation has impacted the customer value management industry and how telcos have used digital tools not only to produce more sophisticated and accurate results but also to cut costs.

Accelerating Technologies – An understanding of the underlying technologies that have allowed CVM to be widespread and quickly applied by telcos around the world, these include artificial intelligence, machine learning, big data analytics and similar such technologies.

In depth country coverage - Analyzes the CVM strategies followed by players at a country level, allowing for the reader to compare this easily across markets. 36 Telco Case Studies - An in depth look at 36 key players in the market across the world, with a well represented balance in each region.

Growth Opportunities – Analysis of what key principles are working at a regional level and pointing out similar strategies employed across some regions.

Digital Consumer Focus – Enabling the reader to better understand the digital consumer, the different and evolving customer touch points, how the customer journey is changing due to the onset of digitalization.

Telco CVM Strengths - A summary of what a telco is doing in a particular market and which are the key CVM strengths that the telco has displayed


Overview
Summary
Introduction
State of Play in 2018-2019
Key Trends in CVM
Customer Journey
Customer Journey Mapping
Optimizing Customer Touch Points
Disruptions in Traditional CVM
New Age CVM Practices
Customer life cycle management & retention strategies
Telco CRM Framework
CVM in Context
Benchmarking Telco CVM
Measuring Customer Value
Focusing on the Digital Telco
CEM Triad
Digitization Considerations
Role of SOC & Virtualization
IP based service delivery
Leveraging Data Analytics
Role of Automation & AI
Collaboration & Partnerships
From Product to Consumer
Security, Control and Transparency
Device Management
Digital Services Focus
Regional Highlights
Opportunity markets
Regional Analysis
North America
AT&T USA: Quantifying Customer Satisfaction
Verizon USA: Growing Value to Prepaid
T-Mobile USA: Uncarrier Transformation
Rogers Canada: Growth through plans and bundles
South America
Claro Brazil: Customer Service is Key
TIM Brazil: CVM in hyper competition
Digicel Jamaica: Deep discounts and promotions
Digicel Panama: Pricing as CVM tool
Entel Chile: Relying on bundles for CVM
Europe
Proximus Belgium: Leveraging design thinking
Orange France: Convergence creates stickiness
Vivacom Bulgaria: Product led strategy
O2 UK: Looks to CEM for CVM
Telefonica: End to end Digitalization
Middle East
Zain Bahrain: Holistic approach to CVM
STC Saudi Arabia: Vision Customer First
Zain Saudi Arabia: Dynamic CVM
Etisalat UAE: Improving UE
Ooredoo Kuwait: Customer satisfaction at the heart of strategy
Africa
Orange Egypt: Transparency and control in the hands of the customer
MTN Ghana: Services focused CVM
Vodafone Ghana: Strong base management strategies
Unitel T+ Cape Verde: Data for growth
MTN South Africa: CVM targets Voice
Vodacom: Big data and analytics for CVM
Econet: VAS for better CVM
MTN Uganda: Digital platforms for improved CVM
Airtel Malawi: Specialized Services for Value Creation
MTN Nigeria: Growth through Digital
Asia-Pacific
China Mobile: Data a channel for value creation
Telkomsel Indonesia: Leveraging tech for improved CVM
Singtel: Digital services for value creation
Starhub: Multi Channel Strategy
Digi Malaysia: Understanding the customer
Bharti Airtel: Fight for the customer
Reliance Jio: Price and Content
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