TMCnet News
Research and Markets: CRM And Automation: Lessons from Low ARPU Developing MarketsResearch and Markets (http://www.researchandmarkets.com/research/pw45w3/crm_and) has announced the addition of the "CRM And Automation: Lessons from Low ARPU Developing Markets" report to their offering. Customer experience is one of the few remaining areas in which operators can successfully differentiate themselves from their competitors. 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 subscriber loyalty up and reduce churn. It can also improve the effectiveness of cross-selling and upselling initiatives. There are good examples of how personalised customer experience is working to create business advantage in some surprising places. In this report, MMD looks at stand out CRM and automation practices in low-ARPU, developing markets to understand what operators are doing to distinguish themselves in this area and how their company-wide CRM solutions and practices have evolved. Key Topics Covered: 1 Overview 2 Introduction 3 Developing/Developed Market Trends 3.1 Introduction 3.2 Pressure on Average Revenue Per User (ARPU) 3.3 Lower Profit Margins 3.4 High Levels of Competition 3.5 Digital Services 3.6 Customer Sophistication 4 Steps Toward Putting Customers First 4.1 Introduction 4.2 Corporate Reorientation 4.3 Information Technology for Data Integration 4.4 Real-Time Data Feeds 4.5 Big Data Analytics 4.6 Closed-Loop Automation 4.7 Mass-Customisation Capability 4.8 Multi-Channel Self-service 5 Bharti Airtel (News - Alert) - India 6 Globe Telecom - Philippines 7 Celcom Axiata - Malaysia 8 Key Findings 9 Recommendations Companies Mentioned - Airtel Kenya - Amdocs - Bharti Airtel - Celcom Axiata - Globe Telecom - IBM - Siebel For more information visit http://www.researchandmarkets.com/research/pw45w3/crm_and
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