One of the biggest challenges facing Service Providers is how to become customer centric by consistently meeting customer expectations, cost effectively. Operating in mature telecom markets in most countries, operators are experiencing intense competitive pressure on revenues and profitability. Marketing has to find ways of meeting the primary objectives of retaining profitable customers, driving up revenues (ARPU), growing the customer base and extending the lifetime value of each and every customer.
Agillic realised some eight years ago, that the answer to this difficult situation did not lie with the quality of the network or the products and services on offer. Operators were struggling to position the right products, to the right customers, at the right time due to a missing link in the IT infrastructure.
It was clear, from working with a number of Communication Service Providers that vital customer data was being locked away, the communication channels were working in isolation and the fulfilment of offers and incentives were not consistent. The result – a complete disconnect in the customer service causing severe customer frustration. Customer Lifecycle Marketing transforms Communication Service Providers to customer centric organisations by: - Centrally co-ordinating all customer data, utilising disconnected data
- Treating each customer as an individual based on profile and insights gained from every interaction
- Automating one-to-one dialogues
- Aligning multiple communication channels to ensure a consistent experience
- Encouraging the use and increasing the effectiveness of low-cost digital channels
- Individualising all communications in and outbound
- Individualising offers and incentives to match customer value
- Managing real-time reactions to customer behavioural triggers
- Automating the fulfilment process
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