With their high churn levels and reduced margins, the success of telecom companies depends on reducing customer attrition rates
, optimizing processes and improving customer service, which is fundamental in retention processes.
involves the commercialization of fixed packs, content, and mobile and Internet solutions
, all of which are used to enhance communication through various on/offline channels and in different formats
. This has highly complicated customer communication processes
Furthermore, energy companies
have begun to face a similar scenario with service deregulation
, increased competition and the need to increase the supply of services related to the family home, to get a higher turnover from initial payment
while gaining loyalty.
Customer loyalty is the key to success
in business profitability. Individualized multi-channel customer communications
are necessary to implement retention strategies
, and provide a vital opportunity to achieve this goal.