Question

Topic: Customer Behavior

How To Retain High End Customers In Telecom

Posted by Anonymous on 1/3/2005 at 12:13 PM ET 25 Points
I am working for a leading telecom service provider in India.Unfortunately for the past few months our numbers for high ARPU subscribers have drastically increased resulting into a sudden drop in ARPU
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RESPONSES

  • Posted by ReadCopy on 1/3/2005 at 4:02 PM Accepted
    I have spent 18 years in telecoms in the UK, here is how we retain customers:

    Customer Retention = Customer Satisfaction

    • PR - improve or retain reputation in the market place.
    – editorials
    – “good news” stories, case studies, testimonials, reassurance etc

    • Processes
    – ensure quality in customer touchpoints is maintained at all times (pre-sales, sales, post-sales)

    • People
    – motivated and rewarded associates (newsletter, recognition etc)

    • Relationships
    – customers (hospitality) and communications, keep talking to your customers, ask for feedback, listen to what they say and action everything.

    All the best
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