Telcos Look to CEM to Garner Customer Loyalty and Longevity

CAMBRIDGE, Mass., May 2, 2012 /PRNewswire/ — Telecom service providers are increasing their reliance on customer experience management (CEM) tools as a way to improve their relationships with enterprise customers, according to the latest report published by Heavy Reading Insider (www.heavyreading.com/insider), a subscription research service from Heavy Reading (www.heavyreading.com).

Service Providers Use CEM for Competitive Advantage examines the customer experience management market, analyzing the verticals that are most likely to utilize CEM over the next two years, as well drivers in the market and challenges in the industry. It includes a comparative analysis of CEM solutions available, examines the growth expectations of the market and explores trends that are likely to occur in the industry over the next 18 to 24 months.

For a list of companies covered in this report, http://img.lightreading.com/lri/pdf/hri0512_companies.pdf

“Telco service providers are turning to CEM solutions to manage the increasing demands placed on their networks and to better understand the needs and desires of their users,” says Denise Culver, research analyst with Heavy Reading Insider and author of the report. “While CEM has ties to customer relationship management (CRM), it takes a more holistic view of the customer experience, essentially taking all customer touch points or ‘experiences’ and transforms it into actionable business intelligence for the telco service provider.”

Competition and rising customer expectations mean that customer experience issues increasingly drive financial performance, Culver says. “CEM enables companies to think in terms of customer personalization and how to motivate individual customers,” she continues. “As more customers feel they’re individual needs are being met the more loyalty they will feel toward the companies that are eager to hang on to them for the long term.”

Key findings of Service Providers Use CEM for Competitive Advantage include the following:

Service Providers Use CEM for Competitive Advantage is available as part of an annual single-user subscription (12 monthly issues) to Heavy Reading Insider, priced at $1,995. Individual reports are available for $900 (single-user license).

To subscribe, or for more information, please visit: www.heavyreading.com/insider. For more information about other Heavy Reading Insider research services, please visit: www.heavyreading.com/research.

To request a free executive summary of the report, or for details on multi-user licensing options, please contact:

Jeff Claudino Director of Sales Insider Research Services 619-229-9940 claudino@lightreading.com

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Telcos Look to CEM to Garner Customer Loyalty and Longevity