Building customer loyalty for telcos


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Customer Loyalty for telecom companies

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Building customer loyalty for telcos

  1. 1. SOLUTIONBuilding Customer Loyalty for TelcosHow to forecast customers’ churn and increase their value and loyalty Lower private and corporate consumption rates, plus higher dissatisfaction and distrust of customers towards their operators, and the entrance of new players in the market, have turned customers retention into a true challenge for telecommunications companies. Within a critical industry regarding customers attrition, telcos need to get to know their current customers in depth to boost their value and loyalty, avoid their churn and optimize the business. Integrate data from all internal channels with external sources to obtain a 360º customers view and identify cross selling opportunities early in advance. Prevent customers churn and detect cross selling opportunities. More effectiveness in acquisition and retention campaigns with prior knowledge about the best product to recommend to each customer.
  2. 2. Advanced Analytics for better resultsBusiness Solutions - TelecommunicationsThe Challenge: Increase Customers Loyalty Easy integration of data from miscellaneous sources. 360º customers view. Forecasting: Customers churn, best product to recommend and optimum price. Integrated campaigns management.The Solution: Quiterian DDWeb Profile. We draw a profile of our customers using relevant variables. Loading and integrating large data sets from miscellaneous sources: customers base, Call Center inbound and outbound, campaigns, web analytics, prices, billing, other lines. Profile identifies the variables that best describe customers and draws behavioral profiles and patterns to offer them targeted products and services. Integrated campaigns management with instant results and on- the-fly corrections through Campaign Workflow. Venn Diagram. We cross information of our ‘mobile’ and ‘land line’ Advanced analytics to identify cross and up selling opportunities. customers, as well as of the ones that belong to our competitos base, to Even with customers from more than one line with contracts identify cross selling opportunities. from different companies. Predictive analytics to forecast customers churn or the best product to recommend to each customer, and to perform optimal pricing analysis. Predictive techniques to define triggered business rules that make alarms go off when a variable is out of the expected value, implying a risk (tendency to churn, fall of activity, frauds). Responses and stemming actions automation through iWorkflow. Decision Tree. Depending on the most relevant features of our customers (age, sex, marital status, occupation, incomes,…) we can discover the best product to recommend.Benefits delivered by Quiterian DDWeb Improvement of customers retention rate. More effectiveness in marketing campaigns. Improvement in customer acquisition rates. Prevention of customers attrition. Control over all marketing campaigns. Costs and losses reduction. Enhancement of average expense per customer (ARPU). Bigger ROI. Improvement of customer experience. Campaign Workflow. Depending on the response to a campaign Increase of the customers portfolio value and loyalty. launched through SMS or Web, we can measure its real ROI. Other Industry Solutions Marketing Solutions Telecoms: Identifying profiles in ARPU analysis Predicting customer churn Optimal pricing analysis Customer 360º behaviour integrating digital and off line Optimal campaigns segmentation Identifying soon customer value loosing (LCV) eCommerce: Web analytics integrating transactional data + RFM (recency, frequency, monetary value) analysis campaigns Profile high value customers (Share Wallet) Web Analytics: Optimum web visits Predicting future customer demand Analysis of web user’s behavior Discovering the best customer opportunities hidden in Insurance: Efficiency in suppliers’ expenditure data bases Insurance: Cart Path analysis Cross and up selling opportunities identification If you want to see more Solutions, visit the section Solutions at