Customer Experience Management drives customer loyalty and improves profitability
Customer Experience Management (CEM) solutions reveal your customers’ true experiences, enabling your entire organization to take action to resolve issues. This helps to improve customer retention and boost revenues through increased data usage.
Unfortunately, 60 percent of customers report problems with data services. If expectations for quality aren’t met, operators around the world risk losing 40 percent of their customers in the next 12 months, according to the 2014 Acquisition and Retention Study Report from Nokia. Replacing lost customers is costly, eating into operator profitability significantly.
Here are some examples of how CEM is helping operators
- A Latin American operator gained $US2.5 million net value in three years from targeted campaigns
- An African operator increased revenue by $US4 million and saved $US1 million in OPEX over three years from more efficient Customer Care
- A European operator identified 200,000 prospective 3G users with CEM