CRM Telecom
Each player in the telecom sector operates at a different level in terms of an Internet presence — from providing a sales platform and customer support to various marketing activities. Overall, the sector still comes up a bit short in taking advantage of CRM Telecom
Sign up to get FREE CRM Trial
“The online sales activities of the telecom operators are relatively low, as compared to other consumer industries. The current level of Internet presence is still not sufficient to sustain customers’ needs,” he added.
“The use of CRM Telecom in the telecom sector is kind of a mixed record of telco and media convergence at SAS Institute, told CRM Buyer. Wireless providers who had experienced unacceptable levels of “churn” between 2000 and 2005 recently embraced CRM in a robust — but defensive — mode, using customer analytics and predictive tools to stem attrition to competitors.
“Operators recognized that complex factors drove customers to cancel service,” King continued. “By analyzing those factors, using data that predicted potential churn, and developing more effective and efficient campaigns, most major operators made significant progress on customer retention.”
On the other hand, traditional wireline operators have failed to stop the demise of landline phone use, despite aggressive and expensive campaigns. Operators have foundered in undertaking mostly ineffective win-back campaigns after customers have already defected.
“In some areas, CRM solutions have provided great value to service providers. In other areas, telecoms are still struggling to escape the ‘monopoly’ mindsets from the past.
While telecom operators willingly spend hundreds of millions to upgrade facilities, it is not at all clear that these investments, with long-term paybacks, are the right ones to meet customer demand, he added. In contrast, investment in a CRM Service tool such as predictive analytics is very modest but generates payback in months — not years.
To find out more about CRM Telecom, click here
to conduct a free call.
Subscribe to our Newsletter!
Get the Latest Global Vision Technology Updates.
