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세계의 Telco에 의한 CVM의 디지털 전환

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

리서치사 WiseStrokes - Wireless Industry Research Consulting
발행일 2019년 04월 상품 코드 914804
페이지 정보 영문 145 Pages
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세계의 Telco에 의한 CVM의 디지털 전환 Global Telco CVM Digital Transformation 2019: Driving Customer Value Management in a Digital Era
발행일 : 2019년 04월 페이지 정보 : 영문 145 Pages

본 상품은 영문 자료로 한글과 영문목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

세계의 Telco에 의한 CVM의 디지털 전환에 대해 다루었으며, 개요, 배경, 고려사항, 지역별 분석에 대한 체계적인 정보를 제공합니다.

개요

  • 요약
  • 서론
  • 현단계의 상황
  • CVM의 주요 동향

고객 여정

  • 고객 여정 매핑
  • 고객과의 접점 최적화
  • 기존 CVM의 디스럽션
  • 신시대의 CVM 프랙티스
  • 고객의 수명주기 관리 및 유지 전략
  • Telco에 의한 CRM 체계

배경의 CVM

  • Telco에 의한 CVM 벤치마킹
  • 고객 가치 평가
  • 디지털 Telco에 주목
  • CEM Triad

디지털화에 대한 고려사항

  • SOC 및 가상화의 역할
  • IP 기반 서비스 제공
  • 데이터 애널리틱스 활용
  • 자동화 및 AI의 역할
  • 협업 및 파트너십
  • 제품부터 소비자까지
  • 보안, 컨트롤, 투명성
  • 디바이스 관리
  • 디지털 서비스에 주목

지역별 하이라이트

  • 기회 시장

지역별 분석

북미

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

남미

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

유럽

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

중동

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

아프리카

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

아시아태평양

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

게재 기업

  • 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
KSM 19.11.18

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
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