Loyal customers are valuable; churn is costly. These observations have become axiomatic and most communications service providers (CSPs) are conscious of the need to improve customer loyalty as measured by indicators, such as Net Promoter Scores (NPS).
This white paper reviews the finding of recent Heavy Reading research into wireless CSP attitudes to and plans for driving customer loyalty through control of network service quality. It discusses the features needed in a next-generation CEM solution that will support a real-time understanding of the impact of the network on individual customers' experience, enabling CSPs to take appropriate actions to maintain both loyalty and profitability.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
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