With high levels of customer turnover and reduced margins, the success of telecommunications companies depends on reducing user desertion rates, streamlining processes and improving customer service, which is all fundamental retention processes.
Customer retention involves the marketing of fixed, mobile, Internet and content packages, enhancing communication with consumers through various online and offline channels, as well as in different formats. This has truly complicated communication processes with customers.
Meanwhile, energy companies are beginning to face a similar scenario as a result of service deregulation, increased competition and the need to expand the supply of household-related services. The goal is to secure a higher turnover per connection point, while also increasing loyalty.
Customer loyalty is the key to success in company profitability. Individualized multichannel communications with customers are necessary to implement retention strategies and provide a crucial opportunity to achieve this goal.