A stellar experience at each juncture of the customer lifecycle is imperative to accomplishing reduced churn and leapfrogging the competition according to Voice & Data. Customer-centric organizations embrace the value of its user base, and know how to capitalize on transforming customer information into analytical insights to drive increased satisfaction and revenue.
With continued consolidation in the industry, there are only four or five major mobile carriers to choose from, and with the commoditization of cellular phones and service, customers struggle to perceive a difference between carriers value. They all have 4G LTE, albeit some offer better coverage, and they are all at relative parity with call quality. While some offer more robust rural coverage which is a differentiator, in general, they all cover a large portion of the country, especially in heavily populated areas. In a mature industry undergoing commoditization there is a way to really stand out from the competition to recruit new customers and minimize customer churn – offer superior customer experience.
To create a tremendous customer experience throughout the entire customer lifecycle, mobile carriers need to crystalize their vast amounts of data into game changing analytical insights utilizing an Enterprise Data Analysis platform. Such a platform ensures data quality before the analytical analysis – poor data quality is the number one reason for poor quality analytical results – and embeds the results into existing processes to execute programs with higher yields which transform the customer lifecycle analysis into ROI.
A platform must deliver a combination of three techniques to deliver accurate customer insights upon which action can be taken:
The customer experience is crucial and the ability of an enterprise to harvest the incredible amount of transactional and historical data is what will define which organizations stagnate and which ones prevail to become category leaders.
To learn more about how customer lifecycle management can help you leapfrog the competition, explore this insightful white paper:
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