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Winning Strategies for Telecom Customer Management

Executive Brief

Today it’s easy for customers to leave, and they have fewer reasons to stay. In saturated telecom markets, competitors offer similarly high levels of coverage and service. Years of price-based competition have left little room for differentiation and margins are stretched thin. To keep customers happy, you need to give them the devices, lines, features, apps and services they want—making relevant offers they can afford that are profitable for your business. Your strategies have to balance the complexities of credit risk, channel characteristics and agreements, price sensitivity, purchase motivators, attrition risk, profitability, lifetime value, and more—adapting as customer needs change over time.