Market Research Report
MAXIMISING CUSTOMER LIFETIME VALUES THROUGH IMPROVED CUSTOMER CARE
|Published by||Mobile Market Development Ltd||Product code||610059|
|Published||Content info||31 Pages
Delivery time: 1-2 business days
|MAXIMISING CUSTOMER LIFETIME VALUES THROUGH IMPROVED CUSTOMER CARE|
|Published: March 6, 2018||Content info: 31 Pages||
Increasing numbers of mobile operators are improving their customer care in the hope of increasing customers' loyalty and thereby minimise the high levels of cost associated with high levels of customer churn.
However, low levels of churn are not in themselves a guarantee of a profitable business since that also depends on the levels of ARPU and gross margin, or EBITDA.
Customer lifetime value (CLV) provide a convenient single measure which takes account of all three KPIs and has the merit of revealing their optimum mix.
It also provides a convenient measure with which to assess the effectiveness of improved customer care on overall business performance.
In this report we look at the actions taken by three major MNOs, O2, Telstra and TELUS to improve customer care and compare their CLVs with other operators operating in the same markets.
Companies: TELUS, Bell Canada, Rogers, Telstra, Optus, Vodafone Australia, Telefonica O2, Vodafone UK, Three UK, EE, Hutchison, Capita, Salesforce, SAS, Siebel, Accenture, IBM,
Countries: Australia, Canada, UK,