Customer Retention and Loyalty Conference 2013

After the phenomenal success of the past 4 Annual Editions held in Johannesburg, South Africa since 2009, the forthcoming summit in Johannesburg comes back with a refreshed focus on customer retention and beyond that on profitability strategies to boost ARPU's and maximize profits for telecom companies through integration of improved CRM, Customer Experience, Quality of Services, New Services and Product Innovation.

Speakers & Panelists
Bill Hearmon,Jackie Kihuguru,Megan Ashman

The increased trends in Churn which leads to reduced profitability is more than concerning for telecom providers. This conference would bring together think tanks from the telecom sector across the globe to share there expertise, experience and strategies that have worked for there organisations, Irrespective of the fact that the same techniques may or may not be acceptable/deployable across providers due to varied demographics. However these tried and tested strategies and experiences could be fine tuned to suit the demographics to where the provider comes from.

In an era of intense competition, the customer experience is often the main differentiator between commoditized products and services. Once a sale is complete, the contact center is an enterprise’s primary touch point with its customers, whether they are consumers or other businesses. When a company knows what their customers want and responds with a consistently excellent customer experience, they create loyal and profitable relationships.

The best loyalty programs proactively analyze customer behavior in order to identify and address at-risk customers before they defect. However, when the loyalty program is not successful, it is usually up to the contact center to “save” the customer. Effective customer retention programs are enabled by customer relationship management (CRM) and analytic solutions. Formal and informal contact centers need these underlying systems