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市場調查報告書

全球Telco (通訊業者) 客戶區分及客戶流失的展望

Global Telco Customer Segmentation and Churn Outlook 2017 - How to Reduce Churn and Become a High Growth Telco

出版商 WiseStrokes - Wireless Industry Research Consulting 商品編碼 544736
出版日期 內容資訊 英文 127 Pages
商品交期: 最快1-2個工作天內
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全球Telco (通訊業者) 客戶區分及客戶流失的展望 Global Telco Customer Segmentation and Churn Outlook 2017 - How to Reduce Churn and Become a High Growth Telco
出版日期: 2017年05月31日 內容資訊: 英文 127 Pages
簡介

本報告提供全球Telco (通訊業者) 的客戶流失削減策略的相關調查,短期、長期性的客戶流失策略,差異性的客戶流失削減策略,客戶區分的重要性,各地區的客戶區分、客戶流失策略,及今後展望等彙整資料。

簡介

  • 摘要
  • 客戶流失的種類
  • 客戶生命週期管理 & 維持策略
  • 客戶經驗、顧客服務所扮演的角色
  • 客戶忠誠度的生成

焦點:客戶流失

  • 摘要
  • Telco CRM的組成架構
  • 短期、長期性的客戶流失策略
  • 長期性的客戶流失管理上商品搭售所扮演的角色
  • 差異性的客戶流失削減策略
  • 新產品與服務的發展

焦點:客戶區分

  • 客戶區分的重要性
  • 區分的種類
  • 3大區分的焦點
    • 高級客戶
    • 年輕人
    • 預付用戶
    • 巨量資料、分析的利用

各地區的客戶區分、客戶流失策略

  • 北美
  • 南美
  • 非洲
  • 歐洲
  • 中東
  • 亞太地區

展望

建議

圖表一覽

分析對象企業

目錄

Players mentioned in the Report:

  • Airtel Malawi
  • Airtel Nigeria
  • Almadar Telecom Libya
  • Amped
  • AOL
  • AT&T
  • Belgacom
  • Bharti Airtel
  • BICS
  • Booking.com
  • China Mobile
  • China Unicom
  • Claro
  • Comcast
  • Cricket Communications
  • Deezer
  • Digi Malaysia
  • Digicel Jamaica
  • Digicel Panama
  • Du
  • Econet
  • Emirates
  • Etisalat
  • Facebook
  • Ghaneely
  • Go90
  • Google
  • Google Play
  • HBO
  • HOOQ
  • Huawei
  • Hypp TV
  • Idea Cellular
  • iFlix
  • KKBox
  • Liberty Global
  • Lumia
  • MasterCard
  • Me Radio
  • Microsoft
  • MTN Ghana
  • MTN Nigeria
  • MTN South Africa
  • MTN Uganda
  • NBA
  • Netone
  • NHL
  • O2
  • Ooredoo
  • Opera Browser
  • Orange Egypt
  • Orange Romania
  • Proximus
  • RadioShack
  • Reliance Jio
  • Rogers Wireless
  • Samsung
  • Shazam
  • Singtel
  • Spirent Communications
  • Sports Max
  • Spotify
  • Starhub
  • Starz Play Video
  • STC
  • Telefonica
  • Telkomsel
  • TIM Brasil
  • Time Malaysia
  • TM Malaysia
  • TNM Malawi
  • TuGo
  • Turkcell
  • Twitter
  • Uber
  • Ultra Mobile
  • Unitel Cape Verde
  • UtL
  • Verizon
  • Vivacom Bulgaria
  • Vodacom
  • Vodafone Egypt
  • Vodafone Ghana
  • Vodafone Turkey
  • Wataniya Kuwait
  • Waze
  • WeChat
  • WhatsApp
  • Wikipedia
  • Wynk
  • Xbox
  • Yahoo
  • YouTube
  • Zain Bahrain
  • Zain Saudi Arabia

Table of Contents

Introduction

  • Summary
  • Types of Churn
  • Customer life cycle management & retention strategies
  • Role of customer experience and customer care
  • Creating customer loyalty

Focus: Churn

  • Summary
  • Telco CRM Framework
  • Short run and long run churn strategies
  • Role of bundling in long term churn management
  • Differential churn reduction Strategies
  • New product and service deployment

Focus: Customer Segmentation

  • The importance of customer segmentation
  • Types of segmentation
  • Focus on top three segments
    • Premium customer
    • Youth demographic
    • The prepaid user
    • Using big data and analytics

Regional customer segmentation and churn strategies

  • North America: The Developed Market Approach
    • Canada: Making the most of multi play
    • USA: Driving digital content strategies
  • South America
    • Panama: Dealing with transition markets
    • Jamaica: Using social media to reduce churn
    • Brazil: Managing churn with internet growth
  • Africa
    • Egypt: Working in highly competitive markets
    • Cape Verde: Growth markets and churn
    • Ghana: Role of VAS in segmentation and churn
    • Nigeria: Managing high churn rates
    • South Africa: Partnering with OTT players
    • Uganda: Competitive pricing for user growth
    • Zimbabwe: Role of different consumer facing brands
    • Malawi: Tapping into business users
    • Libya: Incentivizing prepaid markets
  • Europe
    • UK: Role of offline experiences and events
    • Belgium: Family as a growing customer segment
    • Bulgaria: Importance of the postpaid user
    • Romania: Converged offerings
    • Turkey: Creation of telco branded services
  • Middle East
    • UAE: Local content push
    • Saudi Arabia: Focus on digital natives
    • Kuwait: Social networking packs
    • Bahrain: Role of rewards and loyalty programs
  • Asia Pacific
    • China: Working in data heavy markets
    • India: Churn management in disrupted markets
    • Indonesia: Compelling service portfolio
    • Malaysia: Digital natives grow in importance
    • Singapore: Next generation services show the way

Outlook

  • OTT players and the fickle user
  • The new mainstream, over 1 billion users
  • Reducing churn and growing revenue in the age of free
  • Rise of new low spend high use customer profiles

Recommendations

List ofCharts

  • Chart 1: Churn Process Flow
  • Chart 2: Total Global Telco Revenue 2014 - 2020
  • Chart 3: Telco CRM Framework
  • Chart 4: Role of Bundling in Long Term Churn Management
  • Chart 5: New Product and Service Deployment
  • Chart 6: TIM Churn Rates
  • Chart 7: China Mobile Churn Rate

List ofTables

  • Table 1: Short Run & Long Run CRM
  • Table 2: Differential Churn Reduction Strategies
  • Table 3: 2016 Canadian Subscriber Base

Players mentioned in the Report:

  • Airtel Malawi
  • Airtel Nigeria
  • Almadar Telecom Libya
  • Amped
  • AOL
  • AT&T
  • Belgacom
  • Bharti Airtel
  • BICS
  • Booking.com
  • China Mobile
  • China Unicom
  • Claro
  • Comcast
  • Cricket Communications
  • Deezer
  • Digi Malaysia
  • Digicel Jamaica
  • Digicel Panama
  • Du
  • Econet
  • Emirates
  • Etisalat
  • Facebook
  • Ghaneely
  • Go90
  • Google
  • Google Play
  • HBO
  • HOOQ
  • Huawei
  • Hypp TV
  • Idea Cellular
  • iFlix
  • KKBox
  • Liberty Global
  • Lumia
  • MasterCard
  • Me Radio
  • Microsoft
  • MTN Ghana
  • MTN Nigeria
  • MTN South Africa
  • MTN Uganda
  • NBA
  • Netone
  • NHL
  • O2
  • Ooredoo
  • Opera Browser
  • Orange Egypt
  • Orange Romania
  • Proximus
  • RadioShack
  • Reliance Jio
  • Rogers Wireless
  • Samsung
  • Shazam
  • Singtel
  • Spirent Communications
  • Sports Max
  • Spotify
  • Starhub
  • Starz Play Video
  • STC
  • Telefonica
  • Telkomsel
  • TIM Brasil
  • Time Malaysia
  • TM Malaysia
  • TNM Malawi
  • TuGo
  • Turkcell
  • Twitter
  • Uber
  • Ultra Mobile
  • Unitel Cape Verde
  • UtL
  • Verizon
  • Vivacom Bulgaria
  • Vodacom
  • Vodafone Egypt
  • Vodafone Ghana
  • Vodafone Turkey
  • Wataniya Kuwait
  • Waze
  • WeChat
  • WhatsApp
  • Wikipedia
  • Wynk
  • Xbox
  • Yahoo
  • YouTube
  • Zain Bahrain
  • Zain Saudi Arabia
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