Thursday, December 30, 2010

Yankee: CSPs Need Proactive Subscriber Intelligence

 
A new research by Sheryl Kingstone from the Yankee Group concludes that "CSPs must proactively identify subscriber issues, usage and behavior to reduce churn, increase revenue opportunities and drive improved customer experience and loyalty. While there is no one-size-fits-all approach, we provide an overview of new strategies and technologies designed to help CSPs meet the challenge".

See "CSPs Need Proactive Subscriber Intelligence to Improve the Customer Experience" - here.

"Virtually all CSPs realize they need to better manage the subscriber experience today, especially as more connected devices get into the hands of mainstream consumers. Without critical insight into subscriber experience, CSPs face an unsustainable combination of increasing operational network costs, escalating customer support costs and unacceptably high customer churn. As new, complex IP-based services emerge, CSPs must use network information to not only ensure a consistent customer experience, but also generate new insight, innovative services—and revenue .. CSPs can generate a deeper understanding of subscriber needs through the use of device performance and network usage data enriched with demographic and other subscriber-specific data gathered from Web, CRM, billing and other systems"

See also - "Yankee: "Operators need to develop the right price/package mix" - here.





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