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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

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

The four key elements for attracting and keeping subscribers

Posted by Jennifer Shin on Nov 3, 2015 8:30:00 AM

Mobile subscribers are no longer impressed by all the technical talk of speeds and connectivity – they now assume all MSPs provide speedy, reliable service. What they want now is to be wooed and wowed. To accomplish that is no mean feat for a mobile virtual network operator (MVNO). It takes hard work, a focus on excellence, and a top-notch infrastructure (the right BSS/OSS platform certainly helps).

To begin with, there must be buy-in from MVNO C-level stakeholders. The individuals who control the purse strings and set strategy must understand the crucial importance of establishing and maintaining outstanding mobile subscriber relationships. Mobile subscribers are not commodities that can be manipulated to ensure that the numbers line up – they are the lifeblood of an MVNO and must be treated as such. It’s important to remember that to the subscriber, all mobile service providers are essentially the same, just different logos and colors.

To get them to see more value in your brand over someone else’s requires a willingness on the MVNO’s part to go beyond industry jargon and tech talk to truly understand the wants and needs of the subscriber. That means addressing all aspects of today’s digital lifestyle in a way that enables mobile subscribers to manage their wireless lives with minimal fuss and feel that they have unique, personal control over their accounts.

Here are four key elements to help ensure subscriber delight and keep them happier, longer:

Topics: Subscriber Loyalty, MVNO, mobile subscriber

The four keys to subscriber loyalty

Posted by Jennifer Shin on Jul 22, 2015 9:00:00 AM

Subscriber churn is one of the biggest thorns in the side of MVNOs, made especially prickly because of the highly-competitive, constantly-evolving nature of the mobile market. As an innovator and developer of mobile back office support software, we’ve devoted a lot of time to thinking about the subscriber experience and ways to optimize it to help our mobile service provider clients succeed and grow. In the process, we’ve discovered the four critical factors affecting the subscriber experience. Effectively managing these four keys can help reduce subscriber defections and build loyalty.

Topics: Subscriber Loyalty

Using your BSS/OSS to better manage the subscriber experience

Posted by Jennifer Shin on Apr 8, 2015 8:48:00 PM

If you’re an MVNO, nobody has to tell you how hard it is to win and keep mobile subscribers. With a myriad of mobile service and device options out there and new ones entering the market almost every day, you need every competitive edge you can get. And while many mobile marketers may think all the magic to winning the hearts and loyalty of subscribers is in the front-end and subscriber-facing operations, the truth of the matter is that the battle is won in the back office.

Topics: OSS BSS Systems, Subscriber Loyalty

MNOs and MVNOs: A view from the customer’s perspective

Posted by Jennifer Shin on Feb 11, 2015 8:47:00 AM

It’s February and love is in the air, but for MVNOs that don’t pay close attention to their customers, there may be some love lost. That’s why it’s so important to make sure that you, as the network provider, always view your relationship through the eyes of your subscribers. Nothing will make a subscriber relationship fail faster than neglect or indifference on the part of the MVNO.

Topics: Subscriber Loyalty, MVNO, MNO

The right BSS/OSS -enabling MVNOs to offer personalized service in 2015

Posted by Jennifer Shin on Jan 14, 2015 8:40:00 AM

It’s always fun at the beginning of the year to reflect upon anticipated changes in the coming year. For the mobile industry perhaps none is more anticipated than the ability of MVNOs to offer their subscribers more personalized, “lifestyle-centric” service than ever before.

Topics: OSS BSS Systems, MVNO Software, BSS Software, Subscriber Loyalty, Mobile, MVNO

The Key to Good Customer Communications

Posted by Jennifer Shin on Oct 31, 2014 8:29:00 AM

Customer churn is the MVNO’s itch that’s tough to soothe. If you scratch hard enough, chances are you’ll find poor customer communication is often the cause. With Informa Telecoms & Media forecasting an MVNO market growth of 270 million subscriptions by the end of 2018 and consultant CustomerThink reporting annual mobile service churn exceeding 40 percent, improving customer communications is critical. Just shaving a point or two off that kind of high-volume subscriber churn can make a difference of millions of dollars to the MVNO’s bottom line. 

The successful MVNO/subscriber equation is balanced by information flowing equally in both directions. Good communication informs both the customer and the MVNO of what’s wanted, what’s available, and what’s appropriate. Poor customer communications frustrate both parties. Subscribers have trouble managing their accounts while MVNOs struggle to understand and address their customers’ needs, often failing to provide the right products, pricing, and performance at the right time.

Topics: Subscriber Loyalty, MVNO, Communication

Maintaining MVNO Subscriber Loyalty

Posted by Jennifer Shin on Sep 9, 2014 2:16:26 PM

It’s good to be a mobile virtual network operator these days. Mobile network operators are embracing the MVNO business model as a cost-efficient way to increase market penetration and prepaid mobile plans are predicted to be among the hottest mobile subscriber growth trends this year, according to a recent IDC report. However, there is a potentially dark lining to that silver cloud -- maintaining subscriber loyalty in the face of rapidly increasing MVNO marketplace competition as more MVNO/MVNE players seek bigger slices of this growing pie.

Topics: OSS BSS Systems, Subscriber Loyalty, Mobile