Developing Cost-Effective And Efficient CEM And CRM To Maximise Customer Satisfaction, Loyalty And Lifetime Value

As deregulation in the telecoms market continues with new entrants competing for a bigger share in the industry, customer experience management and customer relationship management have become vital.  Customer retention remains a key priority for any operator looking to maximise revenue, especially in the current economic climate. With operators implementing cost cutting measures and customers curbing their service usage, operators are facing a difficult balancing act in remaining competitive yet retaining customers.

The 7^th Annual CEM, CRM & Retention conference attracted delegates from leading fixed and mobile operators around the world. The conference presented a unique opportunity for discussing the best practices in optimising customer experience and relationship management with a special emphasis on leveraging social media/networks for this purpose. Innovative workshops and roundtable sessions additionally examined ways for maximising customer retention and increasing profitability through data gathering, customer segmentation and the development of bespoke marketing and loyalty programmes.

Telecoms CEM, CRM & Retention is the leading event of its kind, and year on year attracts operators who come to brainstorm, network and learn from each other in a highly interactive environment. This years event saw a massive 80% operator attendance.

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