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市场调查报告书

全球Telco的CVM的数位转型

Global Telco CVM Digital Transformation 2019: Driving Customer Value Management in a Digital Era

出版商 WiseStrokes - Wireless Industry Research Consulting 商品编码 914804
出版日期 内容资讯 英文 145 Pages
商品交期: 最快1-2个工作天内
价格
全球Telco的CVM的数位转型 Global Telco CVM Digital Transformation 2019: Driving Customer Value Management in a Digital Era
出版日期: 2019年04月30日内容资讯: 英文 145 Pages
简介

本报告含括全球Telco的CVM的数位转型,提供概要,背景,考虑事项,各地区分析相关的系统性资讯。

概要

  • 摘要
  • 简介
  • 目前状况
  • CVM的主要趋势

顾客历程

  • 顾客历程制图
  • 与客户的接点的最佳化
  • 传统的CVM的阻碍
  • 新时代的CVM的实践
  • 客户的生命周期管理、维持策略
  • Telco的CRM的组成架构

背景的CVM

  • Telco的CVM的基准
  • 客户价值的评估
  • 数位Telco受到关注
  • CEM的try ad

对数位化的考虑事项

  • SOC、虚拟化所扮演的角色
  • IP-based服务提供
  • 资料分析的有效利用
  • 自动化、AI所扮演的角色
  • 合作、伙伴关系
  • 从产品到消费者
  • 安全,控制,透明度
  • 设备管理
  • 数位服务受到关注

各地区亮点

  • 机会市场

各地区分析

北美

  • AT&T USA
  • Verizon USA
  • T-Mobile USA
  • Rogers Canada

南美

  • Claro Brazil
  • TIM Brazil
  • Digicel Jamaica
  • Digicel Panama
  • Entel Chile

欧洲

  • Proximus Belgium
  • Orange France
  • Vivacom Bulgaria
  • O2 UK
  • Telefonica

中东

  • Zain Bahrain
  • STC Saudi Arabia
  • Zain Saudi Arabia
  • Etisalat UAE
  • Ooredoo Kuwait

非洲

  • Orange Egypt
  • MTN Ghana
  • Vodafone Ghana
  • Unitel T+ Cape Verde
  • MTN South Africa
  • Vodacom
  • Econet
  • MTN Uganda
  • Airtel Malawi
  • MTN Nigeria

亚太地区

  • China Mobile
  • Telkomsel Indonesia
  • Singtel
  • Starhub
  • Digi Malaysia
  • Bharti Airtel
  • Reliance Jio

刊载企业

  • AT&T
  • Accenture
  • Airtel Malawi
  • Amazon
  • Amdocs
  • America Movile
  • Apple
  • Astellia
  • Bharti Airtel
  • Biz
  • Capita
  • China Mobile
  • Claro
  • Deutsche Telekom
  • Digicel Jamaica
  • Digicel Panama
  • Econet
  • Entel
  • Ericsson
  • Etisalat UAE
  • Facebook
  • Flytxt
  • Google
  • GSMA
  • HOOQ
  • Idea Cellular
  • Informatica
  • Interakt
  • Jawwy
  • KDDI
  • Mahindra Comviva
  • Movistar
  • MTN Ghana
  • MTN Nigeria
  • MTN South Africa
  • MTN Uganda
  • Netcracker
  • Netflix
  • Nextel
  • Nokia
  • NTT DoCoMo
  • O2
  • Ooredoo Kuwait
  • Openet
  • Oracle
  • Orange Egypt
  • Orange France
  • Proximus
  • Qivikon
  • Reliance Jio
  • Rogers
  • Salesforce
  • Samsung
  • SAP
  • SAS
  • Singtel
  • SK Telecom
  • Sprint
  • StarHub
  • STC Saudi Arabia
  • TalkTalk
  • Telkomsel
  • Tesco Mobile
  • Three
  • TIM
  • T-Mobile
  • Tuttimus
  • Twitter
  • Tyntec
  • Unitel T+ Cape Verde
  • Verizon
  • Vivacom
  • Vodacom
  • Vodafone
  • Vodafone Ghana
  • WeChat
  • WhatsApp
  • WOM
  • Zain Bahrain
  • Zain Saudi Arabia
目录

Table of Contents

Overview

  • Summary
  • Introduction
  • State of Play in 2018-2019
  • Key Trends in CVM

Customer Journey

  • Customer Journey Mapping
  • Optimizing Customer Touch Points
  • Disruptions in Traditional CVM
  • New Age CVM Practices
  • Customer life cycle management & retention strategies
  • Telco CRM Framework

CVM in Context

  • Benchmarking Telco CVM
  • Measuring Customer Value
  • Focusing on the Digital Telco
  • CEM Triad

Digitization Considerations

  • Role of SOC & Virtualization
  • IP based service delivery
  • Leveraging Data Analytics
  • Role of Automation & AI
  • Collaboration & Partnerships
  • From Product to Consumer
  • Security, Control and Transparency
  • Device Management
  • Digital Services Focus

Regional Highlights

  • Opportunity markets

Regional Analysis

North America

  • AT&T USA: Quantifying Customer Satisfaction
  • Verizon USA: Growing Value to Prepaid
  • T-Mobile USA: Uncarrier Transformation
  • Rogers Canada: Growth through plans and bundles

South America

  • Claro Brazil: Customer Service is Key
  • TIM Brazil: CVM in hyper competition
  • Digicel Jamaica: Deep discounts and promotions
  • Digicel Panama: Pricing as CVM tool
  • Entel Chile: Relying on bundles for CVM

Europe

  • Proximus Belgium: Leveraging design thinking
  • Orange France: Convergence creates stickiness
  • Vivacom Bulgaria: Product led strategy
  • O2 UK: Looks to CEM for CVM
  • Telefonica: End to end Digitalization

Middle East

  • Zain Bahrain: Holistic approach to CVM
  • STC Saudi Arabia: Vision Customer First
  • Zain Saudi Arabia: Dynamic CVM
  • Etisalat UAE: Improving UE
  • Ooredoo Kuwait: Customer satisfaction at the heart of strategy

Africa

  • Orange Egypt: Transparency and control in the hands of the customer
  • MTN Ghana: Services focused CVM
  • Vodafone Ghana: Strong base management strategies
  • Unitel T+ Cape Verde: Data for growth
  • MTN South Africa: CVM targets Voice
  • Vodacom: Big data and analytics for CVM
  • Econet: VAS for better CVM
  • MTN Uganda: Digital platforms for improved CVM
  • Airtel Malawi: Specialized Services for Value Creation
  • MTN Nigeria: Growth through Digital

Asia-Pacific

  • China Mobile: Data a channel for value creation
  • Telkomsel Indonesia: Leveraging tech for improved CVM
  • Singtel: Digital services for value creation
  • Starhub: Multi Channel Strategy
  • Digi Malaysia: Understanding the customer
  • Bharti Airtel: Fight for the customer
  • Reliance Jio: Price and Content

Recommendations

List ofCharts

  • Chart 1: Total Global Telco Revenue 2014 - 2020
  • Chart 2: Customer Journey Mapping (1)
  • Chart 3: Customer Journey Mapping (2)
  • Chart 4: Telco CVM Interaction Nodes
  • Chart 5: New Age CVM
  • Chart 6: Churn Process Flow
  • Chart 7: Telco CRM Framework
  • Chart 8: Pillars of CVM
  • Chart 9: Telco CVM Framework
  • Chart 10: Digitalization of CVM
  • Chart 11: CEM Triad
  • Chart 12: CEM Customer Touchpoints
  • Chart 13: Digital Consumer
  • Chart 14: Map of opportunity markets
  • Chart 15: AT&T CVM Strengths
  • Chart 16: Verizon CVM Strengths
  • Chart 17: T-Mobile CVM Strengths
  • Chart 18: Rogers CVM Strengths
  • Chart 19: Claro Brazil CVM Strengths
  • Chart 20: TIM CVM Strengths
  • Chart 21: Digicel Jamaica CVM Strengths
  • Chart 22: Digicel Panama CVM Strengths
  • Chart 23: Entel Chile CVM Strengths
  • Chart 24: Proximus CVM Strengths
  • Chart 25: Orange CVM Strengths
  • Chart 26: Vivacom CVM Strengths
  • Chart 27: O2 CVM Strengths
  • Chart 28: Telefonica CVM Strengths
  • Chart 29: Zain Bahrain CVM Strengths
  • Chart 30: STC CVM Strengths
  • Chart 31: Zain SA CVM Strengths
  • Chart 32: Etisalat CVM Strengths
  • Chart 33: Ooredoo CVM Strengths
  • Chart 34: Orange Egypt CVM Strengths
  • Chart 35: MTN Ghana CVM Strengths
  • Chart 36: Vodafone Ghana CVM Strengths
  • Chart 37: Unitel T+ CVM Strengths
  • Chart 38: MTN South Africa CVM Strengths
  • Chart 39: Vodacom's CVM Model
  • Chart 40: Vodacom CVM Strengths
  • Chart 41: Econet CVM Strengths
  • Chart 42: MTN Uganda CVM Strengths
  • Chart 43: Airtel Malawi Churn
  • Chart 44: Airtel Malawi CVM Strengths
  • Chart 45: MTN Nigeria CVM Strengths
  • Chart 46: China Mobile CVM Strengths
  • Chart 47: Telkomsel CVM Strengths
  • Chart 48: Singtel CVM Strengths
  • Chart 49: StarHub CVM Strengths
  • Chart 50: Digi CVM Strengths
  • Chart 51: Bharti Airtel CVM Strengths
  • Chart 52: Reliance Jio CVM Strengths

List ofTables

  • Table 1: CVM Strategy By Region
  • Table 2: AT&T CVM Case Study
  • Table 3:: Verizon CVM Case Study
  • Table 4: T-Mobile CVM Case Study
  • Table 5: Rogers CVM Case Study
  • Table 6: Claro Brazil CVM Case Study
  • Table 7: TIM CVM Case Study
  • Table 8: Digicel Jamaica CVM Case Study
  • Table 9: Digicel Panama CVM Case Study
  • Table 10: Entel Chile CVM Case Study
  • Table 11: Proximus CVM Case Study
  • Table 12: Orange CVM Case Study
  • Table 13: Vivacom CVM Case Study
  • Table 14: O2 CVM Case Study
  • Table 15: Telefonica CVM Case Study
  • Table 16: Zain Bahrain CVM Case Study
  • Table 17: STC CVM Case Study
  • Table 18: Zain SA CVM Case Study
  • Table 19: Etisalat CVM Case Study
  • Table 20: Ooredoo CVM Case Study
  • Table 21: Orange Egypt CVM Case Study
  • Table 22: MTN Ghana CVM Case Study
  • Table 23: Vodafone Ghana CVM Case Study
  • Table 24: Unitel T+ CVM Case Study
  • Table 25: MTN South Africa CVM Case Study
  • Table 26: Vodacom CVM Case Study
  • Table 27: Econet CVM Case Study
  • Table 28: MTN Uganda CVM Case Study
  • Table 29: Airtel Malawi CVM Case Study
  • Table 30: MTN Nigeria CVM Case Study
  • Table 31: China Mobile CVM Case Study
  • Table 32: Telkomsel CVM Case Study
  • Table 33: Singtel CVM Case Study
  • Table 34: StarHub CVM Case Study
  • Table 35: Digi CVM Case Study
  • Table 35: Bharti Airtel CVM Case Study
  • Table 37: Reliance Jio CVM Case Study

Players mentioned in the report:

  • AT&T
  • Accenture
  • Airtel Malawi
  • Amazon
  • Amdocs
  • America Movile
  • Apple
  • Astellia
  • Bharti Airtel
  • Biz
  • Capita
  • China Mobile
  • Claro
  • Deutsche Telekom
  • Digicel Jamaica
  • Digicel Panama
  • Econet
  • Entel
  • Ericsson
  • Etisalat UAE
  • Facebook
  • Flytxt
  • Google
  • GSMA
  • HOOQ
  • Idea Cellular
  • Informatica
  • Interakt
  • Jawwy
  • KDDI
  • Mahindra Comviva
  • Movistar
  • MTN Ghana
  • MTN Nigeria
  • MTN South Africa
  • MTN Uganda
  • Netcracker
  • Netflix
  • Nextel
  • Nokia
  • NTT Docomo
  • O2
  • Ooredoo Kuwait
  • Openet
  • Oracle
  • Orange Egypt
  • Orange France
  • Proximus
  • Qivikon
  • Reliance Jio
  • Rogers
  • Salesforce
  • Samsung
  • SAP
  • SAS
  • Singtel
  • SK Telecom
  • Sprint
  • StarHub
  • STC Saudi Arabia
  • TalkTalk
  • Telkomsel
  • Tesco Mobile
  • Three
  • TIM
  • T-Mobile
  • Tuttimus
  • Twitter
  • Tyntec
  • Unitel T+ Cape Verde
  • Verizon
  • Vivacom
  • Vodacom
  • Vodafone
  • Vodafone Ghana
  • WeChat
  • WhatsApp
  • WOM
  • Zain Bahrain
  • Zain Saudi Arabia