Optimizing Value and Identifying The Most Profitable Customer
The level of choice and options – from pricing plans to the devices themselves – have added layer upon layer of complexity for today’s communications service providers. From new market entries threatening to lure market share away with the promise of unlimited data, robust infrastructure and advanced technologies, CSPs must look at how their total customer experience – from acquisition through to continued and sustained retention – is achieved.
The days of operating under a belief that the product is at the center of marketing efforts has been eliminated. Instead, a mandate for true customer centricity – where data, insights and a deep, real understanding of the customer and that customer’s impact on the business is a requirement.
The CMO Council will be investigating this evolution in the CSP space through a series of webinars designed to dissect unique areas of the overall customer experience. In our first installment, we will look at the shifting requirements of developing more targeted and relevant retention marketing strategies while advancing the customer experience. Some of the key issues our speakers will focus on include:
- Customer-centricity: Institutionalizing this in the corporate culture and DNA
- "Surgical" segmentation – identifying which customers may be hurting the business
- Customer relationship marketing strategies to reduce burn and minimize churn
- How AT&T is profiling customers to determine the most profitable route to engagement
RecordedMar 7 201262 mins
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The Chief Marketing Officer (CMO) Council is dedicated to high-level knowledge exchange, thought leadership and personal relationship building among senior corporate marketing leaders and brand decision-makers across a wide range of global industries. The CMO Council's 15,000 plus members control more than $400 billion in aggregated annual marketing expenditures and run complex, distributed marketing and sales operations worldwide. In total, the CMO Council and its strategic interest communities include over 12,000 global executives across 100 countries in multiple industries, segments and markets. Regional chapters and advisory boards are active in the Americas, Europe, Asia Pacific, Middle East and Africa. The Council's strategic interest groups include the Coalition to Leverage and Optimize Sales Effectiveness (CLOSE), Marketing Supply Chain Institute, Customer Experience Board, Loyalty Leaders, Online Marketing Performance Institute, and the Forum to Advance the Mobile Experience.
Optimizing Value and Identifying The Most Profitable CustomerAlicia Dietsch, AT&T; Patrick Surry, Pitney Bowes Software; Liz Miller, CMO Council[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]61 mins