Articles by the Author
Driving Revenue Without Alienating Your Customers
Recently, I’ve noticed a disconcerting uptick in providers adjusting pricing plans, services or cutting services altogether. I assume these are revenue-driving measures – but it got me thinking: are providers...
Your (not so) Typical Customer
Right now, your customer has 500 emails in his inbox, 20 voicemails on his phone, 85 percent of his DVR box is full. She has 25 apps uploaded on her iPhone (of which she only uses five on a daily basis). More often than not, he’s texting, emailing, watching CNN and eating all at the same time. She’s...
Customer Service is a Matter of Visibility
Given the proliferation of service options and add-ons available to today’s mobile user, keeping the customer happy is a task that has become more and more challenging in recent years. As the number of customer services options...
Can CSP really turn to CEM to help reduce churn?
With the market for cellular customers now saturated across most of the developed world, retaining existing customers has become a major priority for mobile operators. This is because it is demonstrably more cost-effective to retain existing customers than to attempt to win new ones from their...
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