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With competition for consumer spending emerging in virtually every customer segment, service providers need to understand how to increase their “wallet share” (average revenue per user) for their most valued customers. One important aspect of growing ARPU is the ability to offer the right products or service bundles to the right customers, at the right time, under the right conditions. This session will explore how service providers can approach this strategy to drive revenue and customer loyalty.  The speakers will focus on:

• Analyzing customer buying habits and behavior
• Selecting target customer segments
• Optimizing real-time offer management
• Driving Multi-channel (call center, web, device) offers
• Approaches to analyze and improve offer acceptance rates

This webinar will include:

• An overview of how systems and process challenges are preventing operators from being able to quickly deliver targeted and relevant offers to their customers
• How to enable more effective targeting and selling by combining a comprehensive product catalog, full-featured shopping application and a dynamic decisioning engine with real-time processing of customer data
• A solution scenario where the catalog defines various offers and the availability, eligibility, and pitching conditions while the decision engine implements corresponding policies and processes event/usage data to make the relevant offers to subscribers

Systems and processes may be the tools that make it possible for a communications service provider to secure their place in the value chain but there is another angle equally as vital for success – frameworks. Frameworks and standards such as those being constantly developed by organizations such as the TM Forum provide a roadmap for the roll out of services that are relevant to the customer and at the same time provide vital information to the provider. The Business Process Framework (eTOM) and the Billing and Customer Experience Map are two such frameworks that will be discussed.

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