Telco Customer Management
Eighty percent to ninety percent of Telco profits come from 20
to 40 percent of customers. This type of information is not typically
divulged using traditional accounting methods. Without this intelligence,
most telecommunications companies allocate indirect expenses to
products or service lines using volume-based averages. This approach
fails to provide an accurate view of the cost to attract, service
and retain at an individual customer.
Customer Management Solutions do provide this level of granularity,
thus providing essential business intelligence upon which to make
more profitable service decisions.
For Telcos and mobile operators, customer experience management
is the new critical success factor. With a large percentage of customers
using complex new services, treating each one intelligently and
sensitively is a major challenge. This is compounded through siloed
legacy systems for web, contact centre and in-store interactions.
As a result, most telcos and mobile operators struggle to:
- Get a single view of the customer to inform all interactions
- Respond quickly and effectively to service demands
- Understand customer segments and their needs
- Analyse traffic and interaction data to identify and prevent
CM with CRM
A Customer Management solution works with existing CRM software
to design and deliver better interactions based on predictive customer
analytics. The outcomes:
- Reduce customer churn and increase revenue
- Improve customer insight to support better customer interaction
- Improve modelling for more profitable customer experience campaigns
- Create rore profitable customer relationships, even in the
first 90 days
Profitable Customer Management requires advanced analytic business
intelligence integrated with sophisticated marketing communications.
Relevant, timely and profitable customer conversations enables
Telcos to grow valuable individual customer relationships with true
There's no magic recipe for maximising loyalty and profitability.
The key is to consistently maximise value throughout the customer
lifecycle - from prospecting, acquisition, customer care, through
retention & loyalty programmes, and loss & win-back.
Telco Benefits of Customer Management Solutions
By managing the customer across all touchpoints and every front
line employee, Telcos stand the best chance to maximise customer
loyalty and value, including:
- Intelligence driven marketing
- Service convergence and bundling
- Insight driven customer service
- Personalized web-based self service
- Integrated loyalty programmes
- Single view of the customer
Customer Management [CM] Solutions
Teradata Customer Management [CM] Solutions quickly
and effectively resolve the Telco business challenges surrounding
customer value, acquisition, growth and retention — while
also generating rapid and dramatic ROI.
Gartner has ranked Teradata CM Solution in the CRM leaders quadrant
for three consecutive years.
A recent release, Teradata Relationship Manager contains other
features to extend the ability to intelligently interact with customers.
Customer Experience Management Solution - based on a revolutionary
Customer Interaction Optimization platform built in the Microsoft
.NET environment. Customers include BT Retail, Eircom, Telenor,
T-Mobile, Vodafone, O2, Verizon, and Proximus.
See CRM Solutions
Next: Customer Segmentation
Back To Top
More Detail on Telco BI Strategy, Program & Technology
Telco BI Solutions Index | Strategic
Performance Management | Campaign Management
| Cross Sell / Up Sell | Profitability
| Customer Management | Customer
Segmentation | Customer Profitability
| Customer Retention | Call
Accounting | Payment Risk Management
| Price_Plan Optimisation | Revenue
Assurance | Order Management System
| Least Cost Routing