Driving Effective Customer Retention for Communications (Infographic)

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In a world where penetration rates for services like mobile have reached more than 100% in many countries, Communications Service Providers (CSPs) are shifting their sales and marketing investment from attracting new customers toward maximizing customer value through improved revenue and retention.

Pega is at the forefront of this shift with a market-leading Next-Best-Action Marketing solution that combines sophisticated predictive and adaptive analytics, real-time decisioning and a guided user experience to help CSPs improve retention and drive incremental revenue. Today, Pega Next-Best-Action Marketing is powering initiatives for major CSPs like Vodafone, O2, Orange, Cox, Maxis, BSkyB, MTS and Time Warner Cable, helping them drive additional revenue and margin from their existing customer base.

Over the next few years, market competition will significantly drive up the cost of customer acquisition and will continue to put pressure on monthly margins. As acquisition cost increases, and margin decreases, Communications Service Providers (CSPs) need to discover more effective ways to retain their best customers longer in order to ensure profitability. As CSPs shift focus from customer acquisition to retention and margin, we have identified a three best-practices related to retention.

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driving effective customer retention for communications 1Source: pega

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