Global Mobile - Customer Experience, Tariffs and Real-time Processing

Synopsis

Customer experience is increasingly important to service differentiation; retaining customers in this competitive and economic environment is challenging. Bearing in mind that the cost of acquiring customers is expensive; reducing churn rates can offer significant savings to telcos. In addition lowering roaming charges also encourages goodwill at both a regulatory and consumer level and lessens the chance of bill-shock. To improve the customer experience it is essential that the data input for customer experience is of the highest possible quality and real-time processing developments can assist with this. There is currently a lack of high customer expectation in telecoms market as a whole and much can be down to improve this situation.

Latest developments:

Regulatory interventions are driving the continuing decline of Mobile Termination Rates (MTR) around the world, which have been in decline since at least 2005. Mobile roaming costs are also in decline as operators seek alternative methods to encourage consumers to use roaming services.

Financial information includes:

Global average mobile monthly ARPU; Examples of mobile termination rates by region; Global mobile roaming revenue. Case study about Orange which includes Orange’s mobile services revenue and mobile churn rates. Information on monthly ARPU in India included as supporting evidence.

Companies mentioned in this report:

Orange.

Table of Contents

• 1. Synopsis
• 2. Introduction: global telecoms market
• 3. Insights into global mobile churn
• 4. Case study - Orange
• 5. Customer experience key to the future of the retail market
  • 5.1 Lack of good customer expectation in telecoms market
• 6. Insights in global mobile ARPU
• 7. Insights into global mobile termination
• 8. Insights into global mobile roaming
• 9. The retail market needs to lift its game
  • 9.1 Under-investment in customer experience
  • 9.2 Very little service differentiation between players
  • 9.3 New sectors are entering the retail market
  • 9.4 New approach needed, not a fix of broken systems
  • 9.5 Cost transparency: the single most important issue in the telco market
• 10. Solution: high quality data and analytics
  • 10.1 Data silos
• 11. Contextual intelligence
  • 11.1 Benefits for telcos and ISPs
  • 11.2 Social Network Analytics
• 12. Data analytic application examples
  • 12.1 Subscriber Data Management
• 13. Business understands need for real-time processing
• 14. Related reports

• Table 1 – Global telecom statistics at a glance – 2013
• Table 2 – Orange mobile customer churn – 2003 - 2011
• Table 3 – Orange mobile customer acquisition costs – 2007 - 2011
• Table 4 – Global average mobile monthly ARPU – 2005 - 2013
• Table 5 – India - mobile ARPU by technology, prepaid/postpaid/blended – March 2012
• Table 6 – India - mobile ARPU (GSM and CDMA) – 2005 - 2012
• Table 7 – India - mobile services revenue – 1996 - 2012
• Table 8 – New Zealand - Telecom and Vodafone network termination rates – 2009 - 2014
• Table 9 – Global average Mobile Termination Rates – 2009; 2011; 2013
• Table 10 – Examples of Mobile Termination rates by region
• Table 11 –Global mobile roaming revenue – 2000; 2012; 2018

• Chart 1 – Orange mobile customer acquisition costs – 2007 - 2011
• Chart 2 – India - mobile ARPU (GSM and CDMA) - 2005-2012

• Exhibit 1 – Carrier attributes churn to poor network coverage
• Exhibit 2 – Bundling services in Europe
• Exhibit 3 – Real-time processing
• Exhibit 4 - Key characteristics of contextual intelligence in customer service

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