Know your customers

Knowing your customers is essential. It is the key to providing an outstanding customer experience. If you understand what services customers use, how much they use them and whether they have any service or network related quality issues, then you can deliver a better, more personalised experience.

This knowledge enables Communications Service Providers (CSPs) to support their customers faster and more effectively. It helps them to design better, more attractive products and offers, and allows them to deliver targeted marketing that is tailor-made to suit particular customer segments.

Creating the perception that CSPs have exactly what customers want and that they can also help them should anything go wrong can dramatically increase satisfaction levels and customer loyalty.