| Topic : New Competitive Landscape in Telecom |
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Activity:
93 views;
last activity : 07 06 2010 20:18:09 +0000
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Customer Service Parameters
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Revenue is one
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Both Subscribers & Revenue
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Profits are the one that rule
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Reach,Coverage,Brand Impact and QoS
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I guess what is going to decide the leader position in telecom in the coming years is customer satisfaction. A satisfied customer is going to have a greater usage, committment to the service provider, would use more of the VAS offered, and thereby generate more revenues for the service provider. A satisfied customer is also going to help increase the subscriber base, which again would increase revenue. |
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Revenue and Profts are ultimately the Key financial parameters for any firm/industry. In particular context of Telecom, I agree with the thought process that Customer Satisfaction should be a Key measure.
The cost of acquiring a new customer might not be very high in comparison with cost of retaining a customer in today's scenario, however, going forward this equation is going to tilt in favor of customers (and against service providers). With customers having more choice and ease of changing, the cost to acquire a new customer is going to be much higher than cost to retain a customer. This will indirectly effect revenue generated - overall and per subscriber (ARPU). Hence, my vote goes for this parameter.
Cheers
After a customer is added to a base, the next best thing is to WOW the customer to keep him Customer retention is of amazing value at this stage and in fierce competition as the telecom sector. After the customer retention program then comes the customer delight and that is given by Customer Service!
Singh sahab I support you completely!! What use is revenue or billing if the base is diminishing!!! When you need a ratio to prove that you are the NUMBER 1 in the field then not only do you need a strong consumer base but you need a numerator which keeps on changing is equally higher because of more people opting for your services!!
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I think revenues will decide the winner and not the subscriber numbers. Obviously subscribers play an important role but revenue is more important than the subscribers.
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I feel, both shall be considered strongly when you evaluate an industry position. As we have seen in recent years that ARPU is come down & hence I feel revenue can’t be the only factor. Due to cutthroat competition it’s becoming very difficult for service providers to increase the ARPU even after introducing various VASs. So sliding ARPU can largely be tackled by expansion of subs base only. What u guys say? |
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Do u think, cunsumers generate revenue which in turn helps in increasing the rank?
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Profitability is key to any companies success. Profits gives it the ability to invest, innovate, acquire, expand, etc. Revenues are important but if cost of revenue is not taken into account, a high-revenue, zero profitability company may keel over any time due to cash flow issues as we have seen in the telecom vendor space this year. |
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