Lessons for MNOs from CRM & Automation in Developing Markets
|発行||Mobile Market Development Ltd||商品コード||328003|
|出版日||ページ情報||英文 30 Pages
|MNOの教訓：発展途上市場におけるCRMとオートメーション Lessons for MNOs from CRM & Automation in Developing Markets|
|出版日: 2015年04月09日||ページ情報: 英文 30 Pages||
Customer experience is one of the few remaining areas in which operators can successfully differentiate themselves from their competitors. Many MNOs are rethinking their approach to marketing and customer relationship management in order to become more adept at delivering good experiences.
Personalisation has been shown to be at the core of building good customer relationships and delivering great customer experiences. This in turn helps to drive up subscriber loyalty up and reduce churn. It can also improve the effectiveness of cross-selling and upselling initiatives.
The developing markets provide good examples of how personalised customer experience is working to create business advantage, having been early adopters of this approach as one means of survival.
In this report, MMD looks at CRM and automation practices in low-ARPU developing markets to understand what operators there are doing to distinguish themselves in this area and how their company-wide CRM solutions and practices have evolved.