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Customer Loyalty: The key is next-gen CEM architecture

Posted by D'Ana Guiloff on Jun 17, 2016 8:30:00 AM

Customer loyalty is the holy grail for MVNOs – subscribers can be expensive to capture and elusive to hold onto. Churn is costly. What’s needed is next-generation CEM architecture tied to an advanced BSS/OSS platform.

Topics: Subscriber Loyalty, CEM, customer experience

Tips for managing the mobile subscriber experience

Posted by D'Ana Guiloff on Apr 29, 2016 8:40:00 AM

Tips For Managing the Mobile Subscriber ExperienceSubscriber churn is still the biggest challenge for mobile virtual network operators and it has both a short-term and long-term impact on revenue. Not only does the MVNO lose money by being unable to recapture lost income from discounted subscriber acquisition programs and price promotions, it also loses significant customer lifetime value (CLV) by not keeping subscribers long enough to produce cross-sell and up-sell revenue. Do you have a customer experience management (CEM) strategy in place to combat churn and ensure you’re providing the best possible long-term care service to your customers?

Here are some CEM tips for optimizing the mobile subscriber experience:

Topics: CEM, bss/oss, BSS, mobile subscriber, subscriber experience, OSS, CLV, Customer Lifetime Value

Customer relationship management for MVNOs

Posted by D'Ana Guiloff on Mar 16, 2016 8:35:00 AM

The specific roles played by MVNOs in the mobile market places a unique demand upon their customer relationship management (CRM) platform that often differs from that of the traditional mobile network operator.

While most MNOs are tied to their products and want to sell to the largest possible mobile subscriber base, MVNOs often pride themselves on being subscriber-oriented and focused on providing for their specific target market’s needs to differentiate themselves. So it stands to reason that in order to accomplish that, MVNOs need robust CRM that’s flexible, responsive, and timely.

Topics: Subscriber Loyalty, MVNO, Communication, CRM, CEM, Marketing

CEM vs. CRM: The Hidden Benefits of CEM

Posted by D'Ana Guiloff on Jul 10, 2015 8:30:00 AM

Quick, what’s the difference between customer relationship management (CRM) and customer experience management (CEM)? Sound like a trick question? It‘s not. While there is certainly a mutual dependency between the two, there is a very real difference that can be the key to winning and retaining subscribers in a mobile market that can be crowded with look-alike competitors.

Topics: CRM, CEM