Global Telco Customer Segmentation and Churn Outlook 2017: How to Reduce Churn and Become a High Growth Telco
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 .88
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
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 .88
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 OF CHARTS
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
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 OF TABLES
Table 1: Short Run & Long Run CRM
Table 2: Differential Churn Reduction Strategies
Table 3: 2016 Canadian Subscriber Base
Table 1: Short Run & Long Run CRM
Table 2: Differential Churn Reduction Strategies
Table 3: 2016 Canadian Subscriber Base
