– this post was written by Steve Kludt, Product Line Manager at CHR Solutions
According to Forrester Research, customer experience leaders outperform their counterparts by 22.5%*. In a market where escalating competition and declining regulatory support continue to apply pressure on Communication Service Providers (CSPs), this is a stat that can’t be ignored.
As CSPs fight to remain relevant and profitable there is an ever growing need to elevate the customer experience while reducing operating costs. Contrary to popular belief, these goals need not be mutually exclusive.
Microsoft and CHR Solutions are revolutionizing the way telcos can leverage CRM to improve their customer experience. The time is now for CSPs to engage customers in meaningful ways such as, integrated product catalogs, social channel and real-time deal management. The results of this dynamic change in customer experience leads to reduced churn and increased customer loyalty, all while improving efficiencies and managing OPEX.
At TM Forum Management World – 2013, our community stands to meet the challenge of Navigating the Digital Storm. The onslaught of big data has changed the face of our industry and has created an even greater demand to incrementally evolve business. However, with change comes opportunity and the time is right to look at back office solutions that empower businesses to operate with greater agility and precision in tapping into the wealth of data provided through next-gen communications.
What are you doing to take advantage of tools such as converged billing and CRM to elevate the customer experience and step ahead of the pack of clamoring competitors?
Visit Microsoft and CHR in Booth #37 at TM Forum Management World!
*Forrester Research 2007-2012, Customer Experience Index Studies