Customers are at the heart of a communication service provider's (CSP) business. In today's always-connected world, customers have become increasingly sophisticated and are placing greater demands on CSPs. To retain customers and grow wallet share among your existing subscriber base, it's critical that you develop a deep understanding of customer preferences and the potential for churn.

With SAP BusinessObjects solutions that support the needs of the communications industry, you can leverage data about your customers to find hidden insights. Insights that can enable you to predict the likelihood of churn before it happens, so you can take preventative measures. Develop innovative products and effectively market them in a targeted fashion. Personalize your customer interactions. And turn every customer contact into an opportunity to increase customer loyalty – and increase wallet share.

SAP BusinessObjects solutions include powerful functionality for maximizing customer revenue and retention. The software can enable you to:

• Analyze and segment – Analyze and profile customers so you can develop and dynamically target specific offers that will resonate with customers and drive incremental revenue. Focus marketing campaigns on acquiring high-value new customers, while increasing overall profitability.
• Eliminate churn before it happens – Leverage the SAP BusinessObjects Predictive Workbench application for advanced predictive modeling that enables you to analyze hundreds of customer dimensions. The insights can help you increase revenue through by enabling you to strategically target cross-sell, up-sell opportunities for appropriate services. Plus, the information you gain can help you take corrective action for customers at risk of churn – before they call to disconnect.
• Manage dynamic offers – Create and deliver relevant offers with help from SAP Real-Time Offer Management software. You can leverage customer profile data on real-time customer interactions and the outcome of past offers made to customers of similar profiles. Offers are delivered in real time through the customer's choice of interaction channel.
• Manage multi-channel offer delivery – Plan, execute, and monitor cross-sell, up-sell, or retention offers across multiple channels to achieve higher campaign returns. Self-learning algorithms automatically adjust the offers to maximize campaign results.

SAP BusinessObjects solutions that support the needs of CSPs include:

• SAP BusinessObjects Enterprise
• Crystal Reports
• SAP BusinessObjects Web Intelligence
• SAP BusinessObjects Xcelsius Enterprise

In addition, the solution is supported by:

• SAP Customer Relationship Management marketing functionality
• SAP Customer Relationship Management interaction center functionality
• SAP Real-Time Offer Management

Want to Learn More?

"Delivering Superior Customer Value in Communications Firms" (PDF)