Telco Big Data and Social CRM

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This is one slide to summarize what is the perimeter of Big Data in the Telecommunication Industry and what is the benefit of integrating Social CRM into it.

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Telco Big Data and Social CRM

  1. 1. 1 Big Data in Telecommunications What is it about? Why integrating Social CRM? Benjamin Filaferro – befilaferro.blogspot.com – filaferro@outlook.com – © 2013 all rights reserved Social CRM Network Billing CRM CTI Loyalty Campaign Mngt Usual perimeter of DWH allowing basic Customer Segmentation, Next Best Product Campaign, etc. « Big Data » perimeter allowing Social Network Analysis, Geomarketin g, Pattern Recognition, etc. Integration of Customer Data collected by the Social CRM is reached either through customer login on a dedicated social platform, or through matching during an interaction with a customer representative on a mainstream social network 1 2 b c a d A customer has more than 20,000 followers on Twitter When the customer calls the hotline, he doesn’t go through IVR and he is directly sent to the team with the highest level of skills A customer has a cellphone and an iPad 4G. He lives in a suburban area and goes to work downtown everyday by train where he plays games on his iPad. In average every month, he gives calls to 12 different HNW individuals He has an ARPU of 100€ with a quadruple play offer and VOD usage In the past, he has redeemed points for 4 Disneyworld tickets He has more than 2000 followers on Twitter One month before the holiday season, the customer is given a free 6 month trial to a kid TV channel bundle as well as a detailed explanation on how to watch these channels on his iPad a b c d 2 f f

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