Learning Objectives
This seminar will examine the following aspects of customer retention:
- Customer loyalty programs
- Pre-emptive call center programs
- Customer wants and needs analysis
- Behavioral segmentation
Program content
Many managers are hoping to find the one approach that can help them manage all of their customer loyalty and churn management challenges. In reality however, most telcos face a wide range of situations, many of which require a unique combination of business intelligence, insight, creativity, and organizational flexibility to be successful. In this seminar, Rob Mattison reviews several of the more creative and successful of the churn management and customer loyalty programs utilized by telcos around the world. Included is a review of the use of pre-emptive call center programs, customer wants and needs analysis, behavioral segmentation and other techniques.
Participant level of understanding
This program is intended for participants with a basic or intermediate level of understanding on the topic.
Who Should Attend?
Executives, Directors, Managers and Analysts who want a better understanding of how the use of business intelligence, data warehousing and analytic applications can contribute to a company's success.
About Rob Mattison
Rob Mattison is a seasoned professional consultant and globally recognized thought leader with more than 20 years in the telecommunications industry. Since his time as an employee of AT&T, Rob has worked as a management consultant, IT Strategic consultant and hands-on solution deliver consultant to top management, marketing, call center, billing, sales and IT executives from telcos around the world. His depth and breadth of experience in all facets of telecommunications operations, coupled with his in-depth technical and marketing knowledge, has made him a valued resource wherever he has worked. In addition to his work as a consultant, he has authored 10 books on the utilization of technology and sound business practices to drive profitable business operations. He is a much sought after speaker at telecommunications conferences and seminars around the world (including the ITU, Telemanagement World, IIR, IEC, CTIA and others).
