In such a competitive environment where technology is constantly being updated, consumer needs are becoming increasingly demanding. Customers want to have the latest mobile gadgets whilst seeking more competitive price plans from service providers.
Organisations can meet customer demands and improve profitability by delivering a customer centric communications strategy. The philosophy of customer centricity is no secret, but how do organisations make this a reality?
How to Achieve Customer Centricity:
- Data Management
To achieve customer centricity, you need customer data. Many organisations have disparate data and are unable to achieve a single view of the customer. By consolidating, deduping and enriching that data, you can provide real business value.
- Customer Insight
From data you have the ability to derive insight. From this you can predict customer needs, identify cross sell opportunities, launch new services and offers to the right audience and deliver an exceptional customer service.
- Customer Communications
Being able to deliver the right message at the right time in the right way, will set you aside from your competitors. Today's customer has access to more communication channels than ever before, so ensuring you know their preferred channel has never been more important. Enabling customer self service through intelligent e-billing can help to reduce costs and increase customer satisfaction.
- Maximise Customer Lifetime Value
By optimising each customer interaction through the delivery of accurate and relevant service and product offers across multiple channels, you can maximise profitability and customer lifetime value.