Big Data will save telcos
Posted: Tue Jan 07, 2025 6:27 am
The first way to reduce churn rate and consequently improve the retention of your business is to use correctly and in the most effective way the large amount of data that telcos have internally. All this data allows telecom companies to know their customers better to the point of being able to collect them in precise and coherent segments. This segmentation is of great importance because it provides telcos with an overall view of their customers from which it is possible to identify the most profitable categories, the least economically advantageous ones and so on. At the same time, Big Data also guarantees the possibility of keeping track of how the relationship with customers evolves (purchases, renewals, problems) and detecting which phase of the customer journey each customer is in.
But it is not only the information that is important, but also the information australia whatsapp resource that is still “scattered” around the network. In this sense, telcos must implement a whole series of techniques to effectively collect this data. For example, you can proceed by carrying out social listening activities , which allows you to collect comments and actions of users on social media and put them together in order to know how your company is perceived and what the needs or expectations of consumers are (source: Hootsuite).
Obviously , the use of Big Data presupposes the implementation of certain technologies such as machine learning , which provide valuable help both during the collection of information and in subsequent phases, since the large amount of data available must be valorized as much as possible. After all, it is precisely through machine learning that CRM (Customer Relationship Management) platforms can be created to make the management of information about your customers more efficient. Thanks to these platforms, it becomes possible to monitor, coordinate and synchronize sales and communication activities, avoiding unnecessary repetitions or skipping some key steps for lead generation. Furthermore, CRM (and even before that machine learning) paves the way for marketing automation, which is a fundamental innovation for every telco that wants to maintain a constant and profitable relationship with its customers.
By the way, machine learning is also useful for another thing, which we see when we move on to the second way to reduce churn.
But it is not only the information that is important, but also the information australia whatsapp resource that is still “scattered” around the network. In this sense, telcos must implement a whole series of techniques to effectively collect this data. For example, you can proceed by carrying out social listening activities , which allows you to collect comments and actions of users on social media and put them together in order to know how your company is perceived and what the needs or expectations of consumers are (source: Hootsuite).
Obviously , the use of Big Data presupposes the implementation of certain technologies such as machine learning , which provide valuable help both during the collection of information and in subsequent phases, since the large amount of data available must be valorized as much as possible. After all, it is precisely through machine learning that CRM (Customer Relationship Management) platforms can be created to make the management of information about your customers more efficient. Thanks to these platforms, it becomes possible to monitor, coordinate and synchronize sales and communication activities, avoiding unnecessary repetitions or skipping some key steps for lead generation. Furthermore, CRM (and even before that machine learning) paves the way for marketing automation, which is a fundamental innovation for every telco that wants to maintain a constant and profitable relationship with its customers.
By the way, machine learning is also useful for another thing, which we see when we move on to the second way to reduce churn.