Driving Innovation Across the Business-01

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Driving Innovation Across the Business 1

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Driving Innovation Across the Business-01

  1. 1. Building New Strategies toRe-Energize Your RevenueStreams Lucas Skoczkowski, CEO, Redknee and Fernando Reymundo, CEO, KPN Spain
  2. 2. Agenda• Introduction to Redknee• Today’s Market Challenges y g• New Operator Strategies• Introduction to KPN• Changing Market Dynamics• Improved Customer Engagement - Case Study © Copyright Redknee Inc. 2011 3
  3. 3. About Redknee management technology © Copyright Redknee Inc. 2011 4
  4. 4. Today’s challenges• Dynamic Competitive Environment © Copyright Redknee Inc. 2011 5
  5. 5. Today’s challenges• Dynamic competitive environment• ARPU continues to drop © Copyright Redknee Inc. 2011 6
  6. 6. Today’s Challenges• Dynamic competitive environment• ARPU continues to drop• Subscriber loyalties are shifting © Copyright Redknee Inc. 2011 7
  7. 7. Drive Drives ChurnData Profitability Through Subscriber RetentionCustomer Care – Critical Driver for ChurnCustomer loyalty is diminishing y y g Main Drivers for Churn  (ranked by operators as Important or Very Important) Cost‐reduction strategy 5% Other. 7% Focus on increasing ARPU 19% Increasing subscription base g p 25% (acquisition strategy) Focus on keeping customer for 44% longer periods (retention) longer periods (retention) 0% 10% 20% 30% 40% 50% © Copyright Redknee Inc. 2011 8
  8. 8. Customer Care – A Differentiating AssetFocus on strengthening the customer relationship throughout the customer lifecycle © Copyright Redknee Inc. 2011 9
  9. 9. Building Better Subscriber Relationships Pricing Optimization Value-added Services Creative Business & Content Models Incentives for UsageEnhanced Market & Reward Loyalty Segmentation Powerful Customer Personalized Self-Care Promotions Intuitive Customer Care © Copyright Redknee Inc. 2011 10
  10. 10. Case Study:Building Long-lasting Customer Relationships g g g pFernando ReymundoCEO, KPN Spain
  11. 11. Introduction to KPNKPN Group -• Established in 1999 in the Netherlands• International properties in Germany, Belgium, France and S i F d Spain• Wireline, mobile, internet and TV services• More than 41 million subscribers• KPN Group core values: simplicity, personal and trustKPN Spain• Launched in 2008• Largest MVNO in Spain © Copyright Redknee Inc. 2011 12
  12. 12. Changing market dynamicsKey business challenges Deploy services  Improve customer  Increase Profitability quickly engagement © Copyright Redknee Inc. 2011 13
  13. 13. Customer Experience Management - Nimvox KPN chose Redknee due to its continuous innovation of mobile services and the creation of IVR servicesRedknee deployed a new network IVR infrastructure andautomated: • Predictive inbound services  • Menu‐based inbound services  e u based bou d se ces • Outbound services  In just 3  months © Copyright Redknee Inc. 2011 14
  14. 14. Metrics to Measuring SuccessIndicators of customer experience pimprovements:• Improved usability related to legacy systems t• Shorter and more productive calls to customer support centre• Outbound Alerts that enable subscribers to connect to a customer care agent if follow up is required © Copyright Redknee Inc. 2011 15
  15. 15. Redknee and KPN Growing Together • Personalization of customer care services • Real time customer engagement • Monetization of services through Customer Care © Copyright Redknee Inc. 2011 16
  16. 16. Thank YouLucas Skoczkowski, CEO, RedkneeFernando Reymundo, CEO, KPN Spain © Copyright Redknee Inc. 2011 17

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