Lumata Webinar – Why Winning Operators Prefer Predictive Customer Value Management
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Lumata Webinar – Why Winning Operators Prefer Predictive Customer Value Management

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To view the recorded version of the Lumata webinar held at Computaris' 2 decade anniversary virtual event, please register here: http://webexpo.computaris.com/webinars/lumata

To view the recorded version of the Lumata webinar held at Computaris' 2 decade anniversary virtual event, please register here: http://webexpo.computaris.com/webinars/lumata

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Lumata Webinar – Why Winning Operators Prefer Predictive Customer Value Management Lumata Webinar – Why Winning Operators Prefer Predictive Customer Value Management Presentation Transcript

  • Why winning operators prefer predictivecustomer value management ? Speaker: Christophe MASSON Head of Telecom Products christophe.masson@lumatagroup.com
  • Our story
  • What we doAt Lumata, we have demonstrated long-runningmarketing expertise in retention & loyaltyprogram design;And powered by the Lumata Expression forOperators platform, we provide provenEnd-to-End best-practice marketing solutions. 3
  • What we doUsing data & intelligence at the centre to understandand anticipate consumer behaviour,Lumata enables operators worldwide, establish a true 1:1relationship with their customers and achieve optimumcustomer retention and maximise lifetime value in a highlycompetitive and rapidly evolving market.
  • How we do itThe Lumata Expression for Operators is a uniquecombination of real-time predictive analytics and triggerbased campaign management tools, designed to actionhighly targeted retention, ARPU stimulation and/or loyaltycampaigns instantly. Using cutting-edge technology,Lumata Expression for Operators can be deployedrapidly; and coupled with the analytical approach tocustomer engagement, ensures optimal return oninvestment is realised quickly.
  • Our Story We invest in technology innovation “Lumata acquires ACT750, enhancing product leadership for telecom operators with best-in-class customer base management solution”•  Leader in proven loyalty marketing •  Best in class base management platformprograms •  Predictive analytics•  CRM analytical driven marketing solutions •  Next generation technology 6
  • Our story Our technology platform and analytics Highly flexible, carrier grade technology platform connected to over 120 operatorsProprietary real-time predictiveanalytics and trigger baseddecision making engine at the core Deepest CRM & analytics experience in the mobile marketing space 7
  • Our story Our global reach •  London •  Paris •  Grenoble •  Marseille •  Munich •  Madrid •  Milan •  Moscow •  New Delhi •  Singapore •  Sydney200+ technologists, 150+ mobile marketers, 10 years of experience, Market Leader 8
  • Lumata client snapshot Mobile Operators Brands and Adv Publishers 9
  • What we do
  • What we doWe provide solutions covering the entirecustomer journeyGoal: Building a long term relationship with every customer Concept Creation Customer Acquisition: Customer Development: Customer Retention: Incentivise and create Develop customer value Reward and retain value for new customers valuable customers 11
  • What we do End to end solution offering •  ATL Program design •  BTL campaign design •  Marketing consultancy•  self-learning predictive analytics (churn, usage, spend) marketing services •  reward optimisation predictive analytics & intelligence •  High performance software technology • 500MillionCDRs/ 10hours/Site • Java based Real-Time Processing Rule Engine 12
  • What we do We provide solutions across the entire customer lifecycle develop maintain retain @risk ATL Broad-basedmarketing programs Large scale ATL marketing programs BTL 1:1 targeted campaigns 13
  • Our ProcessWe use actionable predictive analytics What’s the right offer Who’s at risk ? Sure things Lost causes Sleeping Persuadable dogs 14
  • Our processReal-time predictive offeringObjectives: Use Predictive Analytics toimprove sales, engagement, and Winback predictedretention Awake predicted “voluntary churner” Do nothing “persuadable inactive” Don’t try to retain things” “sure•  Embedded with Campaigns Maximise revenue“lost causes” to “persuadable upsell” Management module Real-time Offering•  Intelligent Self-Learning management•  Real-time contextual business rules and patterns management Predictive Scoring Live Analytics 15
  • Our processLoyalty & retention programsObjectives: churn reduction,generate customers advocacy, brandawareness, increase CSI•  Large scale ATL loyalty programs•  Brand/Voucher management & integration•  Loyalty points, recharge & win mechanics•  Reward mix of network, physical and brand prizes,•  Optional gamification 16
  • Our processRevenue development solutionsObjectives: acquire customers,increase ARPU, stimulate upsell,cross-sell and stimulate new serviceadoption•  Upsell & cross-sell•  Micro segmentation approach•  Predictive analytics on usage and spend 17
  • Our processBase management solutionsObjectives: engage & stimulateusages; stimulate services up-sell;cross-sell and stimulate new serviceadoption•  End to End Solution: from analytics to Operation•  Fully automated and real-time solution (including usage processing)•  Prediction Management•  Campaigns Management 18
  • Case studiesLumata program results across all operators 30%-50% 20% 75% unique participants on decrease in churn rate of Would recommend the eligible customers participating customers program in the future 8%-14% 35% 60%-80% ARPU increase on increase in CSI of declared that Operator participating customers participating customers Brand awareness has improved thanks to this 19
  • Reference Operator Tour
  • Case Studies – M-CouponOrange WednesdaysBuilding brand equity through film partnership,while rewarding high value customersResultsMost successful programme for mvoucheringacross Europe - in its 7th year, 50Mn vouchersdelivered across 6 ‘Orange’ marketsDrive churn reduction, change long term filmviewing behaviour & drive incremental footfall(UK analysis) 21
  • Case Studies – Recharge & WinTelecom ItaliaInnovative, real-time marketingrewards for TIM’s 25Mn customersResultsWith 2Mn+ redemptions, drivingstrong ARPU uplift and CSI scoresPayback within the 1st quarterof launch. 22
  • Case Studies – Prepaid LoyaltyTelecom MalagasyReal-time Prepaid Mobile Loyalty Program andCommunity Offers for 1Mn prepaid subscribersResults15% churn reduction and a notable ARPU upliftacross the subscriber baseHigher satisfaction and stickiness of “Ye’low”prepaid customersPayback within the 1st quarter of launch. 23
  • Case Studies – Prepaid Stimulation & Retention ProgramsOrange Ivory CoastConvergent End to End Retention & Revenue Mgt.solution to Win back dormant subscribers, preventchurn & increase ARPU of active subscribersResultsWinback dormant subscribers and increase ARPUby 25 to 40% (of previous ARPU)Double ARPU of re-activated subscribersSignificantly increase tenure of the basePayback within the 1st quarter of launch. 24
  • Case Studies – Surprise & DelightMTS Russia & CISA complete loyalty program launched in 2008,rewarding customer based on network usage andspentResults12 Mn program-active customers out of 68 Mn MTStotal baseMinimum spending increase (5USD) to get a prize.High amount of interaction with regular telecomand non-telecom prizes distributedReduce churn & increase customer Usage
  • Case Studies – CoBranded M-VoucheringOrange UK - EATOrange customers could go into any EAT store, taptheir NFC enabled device against a poster, spinthe wheel of fortune on their Orange device toget a free gift from EATResultsCustomers feel rewarded for their loyalty fromOrange all the while getting educated to NFCusage.Thru the underlying Gamification marketingconcept this Orange program was perceived asdifferentiating and innovative, and increase CSIand brand perception. 26
  • Case Studies – Convergent Base Mgt.Telecom MalagasyConvergent End to End Retention & Revenue Mgt.solution to increase share of the wallet in Multi-SIMs environments with micro targeted offers.Results40% campaign return rateAfter 4 weeks increase ARPU up to 80% onstimulated subs. (of previous ARPU)Broadly continue sustaining customer loyalty tothe operator networkStrongly contribute to rapid adoption of M-money 27
  • Case Studies And many more worldwide… 30-50% 6-8 %unique participants on ARPU increase on eligible customers participating customers 30-40% >80% increase in CSI of of participants areparticipating customers satisfied with the promotion 28
  • Case Studies - Gamification Telefonica O2 30-50% 6-8 %unique participants on ARPU increase on eligible customers participating customers 30-40% >80% increase in CSI of of participants areparticipating customers satisfied with the promotion 29
  • Case Studies - Gamification T-Mobile 30-50% 6-8 %unique participants on ARPU increase on eligible customers participating customers 30-40% >80% increase in CSI of of participants areparticipating customers satisfied with the promotion 30
  • Case Studies - Gamification Proximus 30-50% 6-8 %unique participants on ARPU increase on eligible customers participating customers 30-40% >80% increase in CSI of of participants areparticipating customers satisfied with the promotion 31
  • a global leader in operator retention & loyalty§  Thank you for viewing our Webcast§  More questions ? Please visit : www.lumata.com Email. contact@lumatagroup.com Tel. +44 20 7613 8900 32