Mobile telephony loyalty isn't built around a 'system' per se, but around customer-perceived and defined value in services, support processes, communication, etc. provided by the supplier. Many telecoms compete principally on price plans, presuming that these plans will lure, and hold, desired customers. With upwards of 30% annual customer turnover, however, it's clear that this strategy is very soft. What is required goes beyond information and knowledge. It's about creating real-time insight regarding customer needs and requirements, and an assessment of the company's perceived overall and detailed performance, which can then be appended onto customers' records, on as individualized a basis as possible, to help develop optimum relationship tools.
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