Best Practices For Customer Loyalty Management In Telecom Africa

Dubai, Uae, (PressExposure) May 29, 2011 -- Vodafone's perspective on critical differentiators for successful customer loyalty programs will be presented at 3rd Annual CRM in Telecom event in Johannesburg in July.

Mobile usage has been increasing in Africa. With so much of competition & declining ARPU, operators are forced into new ways of holding on to their customers. Churn continues to be a challenge, especially dealing with customers who carry multiple SIM cards. It is important today for operators to be proactive; not reactive.

One of the ways operators are trying to increase their per-user revenue is to offer value-added services. Operators in Africa are investing in providing tailored solutions based on customer segments, lifetime value and buyer preferences that give the customer better value for their money.

It is true that poor customer service can cost operators millions of dollars. Customer service departments are studying their customers more closely to know who they are and what keeps them going. Operators need to be able to predict churn and make the right offer well in advance. One of the strategies is Customer collaboration; to involve your customers, right from the product design stage.

Developing loyalty among multi-sim customers is one of the major challenges faced by Telecom operators in Africa. 100 Telecom senior executives will meet at 3rd Annual Telecoms in Africa: Customer Loyalty & Retention Conference to uncover the best practices for customer loyalty management and how to maximise the use of technology to create customer value.

MTN Group will share know-how on developing relationships with customer through Social Media. Reduce churn by implementing a Segment-driven customer strategy as Airtel did and find out more details on their strategy. Orange represented by Ms. Marion Namousone Kibalama (Contact Centre Manager) will share cross-selling strategies of Orange. The critical differentators for successful customer loyalty programs will be analyzed by Stephen Essien, Head Vendor Management Organization from Vodafone.

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Press Release Submitted On: May 29, 2011 at 7:47 am
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