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.
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