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市場調查報告書

客戶經驗管理 (CEM) 分析:新加坡的通訊市場 (2014年)

Customer Experience Management Report - Singapore Telecommunications 2014

出版商 Frost & Sullivan 商品編碼 337353
出版日期 內容資訊 英文 90 Pages
商品交期: 最快1-2個工作天內
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客戶經驗管理 (CEM) 分析:新加坡的通訊市場 (2014年) Customer Experience Management Report - Singapore Telecommunications 2014
出版日期: 2015年08月07日 內容資訊: 英文 90 Pages
簡介

本報告提供新加坡的通訊產業上客戶經驗管理 (CEM:客戶經驗經營管理) 的實際狀態相關分析,提供您整體結構·趨勢,及客戶的各行動階段 (購買前/購買時/購買後) 之詳細趨勢及影響要素,彙整企業方面各流通管道/接觸點的詳細趨勢,主要企業的案例,今後的方向性與建議等內容,為您概述為以下內容。

分析方法

摘要整理

  • 新加坡的通訊服務市場上客戶經驗管理 (CEM)
  • 客戶經驗:定義
  • 通訊服務供應商的選擇因素
  • 通訊服務供應商的解除合同因素
  • 受歡迎的通訊服務·流通管道
  • 受歡迎的流通管道:各階段
  • 行動應用程式 vs 客服中心·流通管道
  • 客戶經驗指數 (CEI):定義與範圍
  • 整體CEI指標:通訊服務供應商
  • 淨推薦值:通訊服務供應商
  • 流通管道整合·回饋:通訊服務供應商
  • 產品與服務的建議:通訊服務供應商
  • 客戶忠誠度報酬 (點服務):通訊服務供應商

客戶經驗管理 (CEM) 調查:新加坡的通訊服務市場

  • 服務解除合同的理由
  • 受歡迎的客戶接觸流通管道
  • 商店內交易 vs 網站交易
  • 實體店面的平均來客頻率
  • 客戶方面的最優先事項:客戶經驗一覽表
  • 流通管道整合的程度
  • 收費客戶的優先事項,與擴大銷售額的對策
  • 客戶忠誠度報酬 (點服務)
  • 透過接觸點的客戶經驗
  • 滿意度/不滿意度的程度:實體店面 vs 販售亭(資訊站)·流通管道
  • 滿意度/不滿意度的程度:線上 vs 客服中心·流通管道

購買前的行動相關認識

  • 醫療保險企業的選擇要素
  • 產品與服務的建議:通訊服務供應商
  • 新產品的相關考慮:通訊服務供應商
  • 購買前階段所利用的流通管道
  • 購買前聯絡所利用的流通管道
  • 透過接觸點的客戶經驗

購買行動相關認識

  • 所利用的流通管道
  • 購買階段受歡迎的流通管道

購買後的行動相關認識

  • 購買後為了聯絡而再使用的流通管道
  • 購買後為了聯絡所利用的流通管道
  • 購買後的經驗評估:CEI為基礎明細
  • 透過接觸點的客戶經驗

客戶經驗指數 (CEI) 分析

  • 客戶忠誠度,建議,追加購買
  • 整體CEI指標 (評分):流通管道/接觸點
  • 整體CEI指標:醫療保險供應商別
  • CEI指標:實體店面銷售相關
  • CEI指標:自助服務相關
  • CEI指標:行動應用程式相關
  • CEI指標:客服中心相關
  • 淨推薦值 (NPS)

各企業分析:SingTel

  • 客戶方面的交易相關偏好
  • 客戶方面的優先事項·經驗簡介
  • 接觸頻率·客戶經驗簡介

各企業分析:StarHub

  • 客戶方面的交易相關偏好
  • 客戶方面的優先事項·經驗簡介
  • 接觸頻率·客戶經驗簡介

各企業分析:M1

  • 客戶方面的交易相關偏好
  • 客戶方面的優先事項·經驗簡介
  • 接觸頻率·客戶經驗簡介

結論:值得注意的點

  • 客服中心:CEM方面今後的方向性為何?
  • 行動應用程式:是否會是CEM方面的下一個戰場?
  • 合乎時宜的產品推銷:下一步會是什麼?
  • 識別計劃的改善,是否可為客戶方面和服務供應商方面都帶來正面影響?

Frost & Sullivan客戶經驗解決方案

  • 為何是Frost & Sullivan
  • 客戶經驗:定義
  • 流程·人員·基礎設施的整合
  • Frost & Sullivan客戶經驗成熟度模式
  • 5等級的策略性方法
  • 法律上的免責聲明

附錄

  • 定義
  • 關於Frost&Sullivan
目錄
Product Code: 9AF5-00-08-00-00

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for Singapore's Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table of Contents

Research Methodology

  • 1. Frost & Sullivan Research Approach
  • 2. Frost & Sullivan Research Step-by-Step Overview
  • 3. Overview of Research Process
  • 4. Sample Methodology
  • 5. Data Collection Quality Process
  • 6. Sample Distribution by Service Provider
  • 7. Sample Demographics-Age and Gender
  • 8. Sample Demographics-Monthly Personal Income
  • 9. Frost & Sullivan Customer Experience Index

Executive Summary

  • 1. Customer Experience Management (CEM) for Singaporean Telecommunications Services in 2014
  • 2. Customer Experience-Definition
  • 3. Factors for Choosing Telecom Service Provider
  • 4. Factors for Discontinuation of Telecom Service Patronage
  • 5. Preferred Channel for Telecom Service
  • 6. Preferred Channel across Stages
  • 7. Mobile Apps Vs Contact Centre Channels
  • 8. Customer Experience Index-Definition and Score
  • 9. Overall CEI Score by Telecom Service Provider
  • 10. Net Promoter Score by Telecom Service Provider
  • 11. Channel Integration and Feedback by Telecom Service Provider
  • 12. Product and Service Recommendation by Telecom Service Provider
  • 13. Customer Loyalty Reward by Telecom Service Provider

CEM Study-Singaporean Telecommunications Services 2014

  • 1. Reason for Service Discontinuation
  • 2. Preferred Channel for Customer Interaction
  • 3. In-Store vs Website Transaction
  • 4. Average Frequency of In-Store Visit
  • 5. Customers' Top Priority-experience Matrix
  • 6. Degree of Channel Integration
  • 7. Priority of Superior Customer Experience and Living up to Sales Promises
  • 8. Customer Loyalty Reward
  • 9. Customer Experience with Touch-points
  • 10. Degree of Satisfaction/Dissatisfaction-In-Store vs Kiosks Channels
  • 11. Degree of Satisfaction/Dissatisfaction-Online vs Contact Centre Channels

Understanding Pre-Purchase Behaviour

  • 1. Factors for Choosing Medical Insurance Company
  • 2. Product and Service Recommendation by Telecom Service Provider
  • 3. New Product Consideration by Telecom Service Provider
  • 4. Channel Used at Pre-Purchase Stage
  • 5. Channel Used for Pre-Purchase Enquiry
  • 6. Customer Experience with Touch-points

Understanding Purchase Behaviour

  • 1. Channel Used
  • 2. Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour

1. Channels Revisited for Post-Sale Enquiry 2. Channel Used for Post-Sale Enquiry 3. Evaluation of Experience in the Post-purchase Stage Broken down by Customer Experience Indicators 4. Customer Experience with Touch-points

Analysis by Customer Experience Index (CEI)

  • 1. Customer Loyalty, Recommendation and Additional Purchase
  • 2. Overall CEI Score by Channels/Touch-points
  • 3. Overall CEI Score by Medical Insurance Provider
  • 4. CEI Score for Sales In-Store
  • 5. CEI Score for Self-Service
  • 6. CEI Score for Mobile App
  • 7. CEI Score for Contact Centre
  • 8. Net Promoter Score (NPS)

Analysis by Company: SingTel

  • 1. SingTel-Customer Transactions' Preference
  • 2. SingTel-Customer Priority-Experience Profile
  • 3. SingTel-Frequency of Interaction Customer Experience Profile

Analysis by Company: StarHub

  • 1. StarHub-Customer Transactions' Preference
  • 2. StarHub-Customer Priority-Experience Profile
  • 3. StarHub-Frequency of Interaction Customer Experience Profile

Analysis by Company: M1

  • 1. M1-Customer Transactions' Preference
  • 2. M1-Customer Priority-Experience Profile
  • 3. M1-Frequency of Interaction Customer Experience Profile

Our Final Words: What We Are Excited About

  • 1. Contact Centres: Where is it Heading with Regards to CEM?
  • 2. Mobile Application: The New CEM battleground?
  • 3. Timely Product Promotion that are Relevant: What is Next?
  • 4. Would Improving Customer Rewards Programmes Positively Impact Both Customers and Service Providers?

Frost & Sullivan's Customer Experience Solutions

  • 1. Why Frost & Sullivan
  • 2. Customer Experience-Definition
  • 3. Integrating Process, People and Infrastructure
  • 4. Frost & Sullivan's Customer Experience Maturity Model
  • 5. A 5-step Strategic Approach
  • 6. Legal Disclaimer

Appendix

  • 1. Definitions
  • 2. Frost & Sullivan Story
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