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Global Telco Revenue Opportunities in Consumer IoT: 2017 – 2020 - Analysis of Telco IoT Services in High Growth Verticals

Global TelcoCustomerSegmentation and ChurnOutlook 2017

This research report analyzes how telcos around the world segment their customer base and the manner in which this feeds into its customer retention strategies and service innovation. Telcos globally face issues with churn, this is irrespective of the maturity of the market they operate in, now as OTT services are entering into the communications and connectivity domains, there is more pressure on growing revenues and reducing churn than ever before. The report provides actionable insights at a country level across all the regions worldwide. It highlights current telco strategies in the churn and segmentation areas and provides a world view based on this. The report provides case studies of telcos that have done well to understand their markets and reduce churn, the report also looks at markets that are not usually covered highlighting the uniqueness of each market. This report will enable Telcos, MVNOs and vendors to understand how players think about segmenting their user base and how this feeds into wider strategies. It also provides an understanding of what the primary strategy is for churn reduction and how different markets localize these global strategies. The report will also provide quantitative data on the growth of telco revenue till 2020. The report provides global analysis but provides a detailed country level understanding of customer segmentation and churn. Some of the leading companies mentioned in the report includes Vodafone, Verizon, China Mobile, TIM, MTN, Claro, Singtel, Google and AT&T and lots more.

Key Features:

  • Customer segmentation fundamentals- Insights into how telcos on a global basis tackle customer segmentation and what the main basis for segmentation have been.
  • Churn Insights – Analysis of what types of churn telcos are faced with and which telcos have been able to effectively deal arrest churn rates.
  • Over 30 Case Studies - An in depth look at over 30 key players in the market across the world, with a well represented balance in each region.
  • CRM Process Flow – Lists out the key components that are required in customer retention and that are followed by the leading telcos globally.
  • In depth country coverage - Analyzes the churn and customer segmentation issue at a country level for markets across the regions, provides qualitative and quantitative insights on the market.
  • Localizing global case studies – Highlights case studies of exceptional telcos that have been early movers in the industry and also provide a local understanding of the global case studies.
  • MVNO applicability: The segmentation and churn strategies highlighted in the report find wide applicability both to mobile operators and MVNOs.
  • Leveraging Telco strengths- recommendations on the steps that telcos need to take in order to become significant players in the industry based on tools that are already at their disposal.


Introduction
Summary
Types of Churn
Customer life cycle management & retention strategies
Role of customer experience and customer care
Creating customer loyalty
Focus: Churn
Summary
Telco CRM Framework
Short run and long run churn strategies
Role of bundling in long term churn management
Differential churn reduction Strategies
New product and service deployment
Focus: Customer Segmentation
The importance of customer segmentation
Types of segmentation
Focus on top three segments
Premium customer
Youth demographic
The prepaid user
Using big data and analytics
Regional customer segmentation and churn strategies
North America: The Developed Market Approach
Canada: Making the most of multi play
USA: Driving digital content strategies
South America
Panama: Dealing with transition markets
Jamaica: Using social media to reduce churn
Brazil: Managing churn with internet growth
Africa
Egypt: Working in highly competitive markets
Cape Verde: Growth markets and churn
Ghana: Role of VAS in segmentation and churn
Nigeria: Managing high churn rates
South Africa: Partnering with OTT players
Uganda: Competitive pricing for user growth
Zimbabwe: Role of different consumer facing brands
Malawi: Tapping into business users
Libya: Incentivizing prepaid markets
Europe
UK: Role of offline experiences and events
Belgium: Family as a growing customer segment
Bulgaria: Importance of the postpaid user
Romania: Converged offerings
Turkey: Creation of telco branded services
Middle East .
UAE: Local content push
Saudi Arabia: Focus on digital natives
Kuwait: Social networking packs
Bahrain: Role of rewards and loyalty programs
Asia Pacific
China: Working in data heavy markets
India: Churn management in disrupted markets
Indonesia: Compelling service portfolio
Malaysia: Digital natives grow in importance
Singapore: Next generation services show the way
Outlook
OTT players and the fickle user
The new mainstream, over 1 billion users
Reducing churn and growing revenue in the age of free
Rise of new low spend high use customer profiles
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