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Driving Customer Loyalty Through Network Service Quality

Published By: IBM
IBM
Published:  Mar 10, 2015
Length:  11 pages

Loyal customers are valuable; churn is costly. These observations have become axiomatic and most communications service providers (CSPs) are conscious of the need to improve customer loyalty as measured by indicators, such as Net Promoter Scores (NPS).

This white paper reviews the finding of recent Heavy Reading research into wireless CSP attitudes to and plans for driving customer loyalty through control of network service quality. It discusses the features needed in a next-generation CEM solution that will support a real-time understanding of the impact of the network on individual
customers' experience, enabling CSPs to take appropriate actions to maintain both loyalty and profitability.



Tagsibm, customer data, customer service, customer loyalty, communications, service providers, big data, customer satisfaction, ip telephony, network architecture, small business networks, tcp/ip protocol