CRM2DAY - The leading online CRM publication acknowledges the importance of a customer lifecycle management system to drive up arpus and to reduce churn

A recent published article describes CRM as the secret weapon in enabling communication service providers to deliver true one-to-one dialogues where campaign management has failed.

All service providers these days are trying to work out some kind of CLM strategy. They have CRM, campaign management, and data warehouses in place, but the end result is still 25% churn. The individual systems are delivering value in the transactions they automate: call wait time under 2 minutes, less than 5% abandoned calls, 5% of calls including an up-sell; more than 100 campaigns run annually, average response rate over 10% just to quote a few examples.

These are interesting service statistics which an operator can improve upon but they are failing in a key aspect: they do not measure the consistency of the customers´ dialogue with the operator. Therefore, operators are not able to learn and benefit from these transactions intelligently. As a result, customers do not feel valued enough to offer their loyalty to their operators.

Contacts
Agillic
Sally-Ann Vincent
Marketing Communications Manager
sally-ann.vincent@agillic.com
+ 44 (0) 7894 424117