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Reader Forum: Connecting the digital experience dots – it’s all about ‘ME’

Mobile telecom operators are in a prime position to take advantage connecting the digital experience for consumers Digitalization of services has driven convergence across industries leading to a very fast rise of the connected, demanding and influential consumer leading to a role reversal. Historically, telcos...

Reality Check: Telcos answer the call for personalized customer experiences

Telcos risk shrinking retail revenue if they don’t shift sales models to capitalize on demand for in-store, highly personalized customer experiences The physical retail channel plays an important role in telecommunications sales. According to recent research from Accenture Strategy. For telcos, the strategy to expand their physical...

Reader Forum: The battle for the mobile customer relationship

After World War I, the French built a series of entrenched border fortifications called the Maginot Line. They expected the next war to be a defensive one, like the previous one. At the same time, the U.S. focused on building battleships, expecting the next...

Reality Check: Investing in customer service performance – the next step for mobile operators

In today’s increasingly connected society, mobile phones have clearly become a necessity, with recent research from Ofcom revealing that in the U.K. alone, 93% of adults own or use a mobile phone. This year, 1.35 billion smartphones are expected to sell globally and 4G...

Reduced churn one goal of CRM

C Spire looks towards CRM to remain competitive Reducing churn is always a goal for mobile operators. This task has become more important as many mobile markets are seeing increased competition from both inside and outside the traditional telecom space. In a recent RCR Wireless...

Breaking down silos in support of CRM

CRM benefits from a positive and consistent experience One way in which mobile operators can bolster their customer relationship management operations is by unifying access to data and analytics across the organization. In a recent RCR Wireless News report on CRM, this breaking down of silos...

Using real-time analytics to boost CRM performance

Guavus notes the importance of analytics to CRM Customer relationship management has always been a serious subject for mobile operators. As in most markets around the world, the wireless communications space often has more competitors than other communication segments, forcing mobile operators to remain especially...

U.S. Cellular views CRM as crucial for customer loyalty

Regional carrier sees additional CRM opportunities with move toward LTE Customer relationship management has always been a serious subject for mobile operators as in most markets around the world the wireless communications space often has more competitors than other communication segments. This has forced mobile...

Editorial Webinar: Customer Relationship Management

Predicting Subscriber Health with CRM Evolving network and software technologies are providing customer relationship management (CRM) platforms with greater insight into what consumers expect from mobile services, which is coming at a time when the telecom space is seeing increased competition from rival operators, OTT...

Feature Report: Customer Relationship Management

Evolving network and software technologies are providing CRM platforms with greater insight into what consumers expect from mobile services, which is coming at a time when the telecom space is seeing increased competition from rival operators, OTT players and broader telecom providers. This report looks...

Ovum: Churn remains hurdle for mobile operators worldwide

Customer churn remains a significant issue for mobile operators as a wealth of choices and easing of porting hurdles have clipped consumers' loyalty toward their current provider. This issue was brought to light in a new report from Ovum, which found that telecom operators worldwide...

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