Cookie policy: This site uses cookies (small files stored on your computer) to simplify and improve your experience of this website. Cookies are small text files stored on the device you are using to access this website. For more information on how we use and manage cookies please take a look at our privacy and cookie policies. Some parts of the site may not work properly if you choose not to accept cookies.

Home > IBM > Driving Customer Loyalty Through Network Service Quality

Driving Customer Loyalty Through Network Service Quality

White Paper Published By: IBM
Published:  Mar 10, 2015
Type:  White Paper
Length:  11 pages

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.

Tags : 
ibm, customer data, customer service, customer loyalty, communications, service providers, big data, customer satisfaction, ip telephony, network architecture, small business networks, tcp/ip protocol, telecom