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IP Carrier · By Gary Kim, August 20, 2009
The new global study by the Customer Experience Board of the Chief Marketing Officer Council also shows that price competition, for example, now is a chief issue. According to 55 percent of respondents, emerging competitors and market disrupters are undercutting or discounting prices, with an additional 37 percent indicating these contenders often target the most lucrative customers.
read article »IEEE Spectrum · By Steven Cherry, August 14, 2009
A group called the CMO Council has the same feeling, and they've backed it up with an 80-page study. The report notes that the companies within the $4 trillion telecommunications industry are under great stress—companies that used to concentrate on doing one thing well—such as voice calls on a cellular network—now have to provide data services, broadband connectivity, multimedia messaging, FM radio reception, and so on. “In 2009, mobile phone users are expected to download over 10 billion applications to their mobile phones.”
read article »IP Business · By Gary Kim, August 9, 2009
The new global study by the Customer Experience Board of the Chief Marketing Officer Council also shows that price competition, for example, now is a chief issue.
read article »Latest VOIP, Voice 2.0, IMS 2.0 news · By , August 9, 2009
There is a growing threat to operators from different web companies that are trying to get into mobile arena. In addition, Upstart regional service providers are threatening the status quo of big Telco operators. In times like these, Customer retention is critical to most of the operators.
read article »Wired n Wireless · By , August 8, 2009
I was browsing through and came across a website called "Customer experience board". There was a report from them with title "Service Invention to increase retention". The executive summary of the report actually made think in this direction. I recommend you to go ahead and download it. Read it, there might be something in for you to. If you are service provider then it is a must read. Take a look at the numbers.
read article »Mobile Marketing Magazine · By , August 7, 2009
Marketers in the $1 trillion (£596 billion) global communications industry are facing unprecedented challenges in building loyalty and retaining customers, as cut-throat competition and new service models undercut pricing, prey on lucrative customers and disrupt established markets. That’s the conclusion of a study just released by the CMO (Chief Marketing Officer) Council and the Customer Experience Board (CEB).
read article »TMCnet.com · By Gary Kim, August 6, 2009
More than 84 percent of respondents to a survey conducted by the CMO Council report increases in the cost of acquiring and sustaining customer relationships and, not surprisingly, 63 percent are seeing higher rates of customer churn and attrition.
read article »IDG Knowledge Hub · By , August 5, 2009
Meeting radically changing customer expectations is a massive and snowballing challenge for established players in the global communications industry, confirms a new study from the CMO Council and its Customer Experience Board.
read article »ITBusinessEdge · By Ann All, August 4, 2009
Telecommuications providers like Verizon, Sprint Nextel and AT&T Wireless are mired near the bottom of a vendor satisfaction survey by market research company VendorRate. According to VendorRate's CEO, telecom vendors "either don't get it or they don't seem to care."
read article »TMCnet.com · By Raju Shanbhag, August 4, 2009
The global communication industry is registering impressive growth in terms of sales but the marketers aren’t necessarily reaping the benefits, claims a new study from the CMO Council and the Customer Experience Board. The report suggests that factors such as tough competition and undercut pricing factor in for established companies in enhancing their markets.
read article »Active !deas · By , August 4, 2009
Chief marketing officers at telecom service providers are raising some red flags where their customer retention efforts are concerned. In a survey of telco, cable, wireless and broadband marketing officers by the CMO Council and the Customer Experience Board, the CMOs admitted their companies are struggling to improve customer retention processes and systems even as they face unprecedented competition and new challenges for customer loyalty from social networks.
Social Media Stuff · By Karlene Lukovitz, August 4, 2009
Meeting radically changing customer expectations is a massive and snowballing challenge for established players in the global communications industry, confirms a new study from the CMO Council and its Customer Experience Board.
read article »MediaPost News · By Karlene Lukovitz, August 3, 2009
Meeting radically changing customer expectations is a massive and snowballing challenge for established players in the global communications industry, confirms a new study from the CMO Council and its Customer Experience Board.
read article »WirelessWeek · By Monica Alleven, August 3, 2009
Chief marketing officers (CMOs) in the wireless industry know all too well the connection between service quality and marketing, and a recent study shows one of the biggest sources of customer pain – across several industries – relates to unmet needs and expectations.
read article »TelephonyOnline · By Carol Wilson , August 3, 2009
Chief marketing officers at telecom service providers are raising some red flags where their customer retention efforts are concerned. In a survey of telco, cable, wireless and broadband marketing officers by the CMO Council and the Customer Experience Board, the CMOs admitted their companies are struggling to improve customer retention processes and systems even as they face unprecedented competition and new challenges for customer loyalty from social networks.
read article »It's Not Rocket Service! · By , August 3, 2009
I ran across an article in Telephony Online with the intriguing title, “Are marketing billions being wasted?” It told of a survey of Chief Marketing Officers at telecom service providers in which the CMOs admitted that their efforts to gain and retain customers (are being) crippled by internal barriers (and) IT inefficiencies.”
read article »DirectMag.com · By Richard H. Levey , August 3, 2009
The telcos aren’t doing very well at fending off defection, according to a new study from the CMO Council’s Customer Experience Board. Only 40% list increases in churn and attrition rates as a “biggest challenge”, according to the Board’s survey of communications firm marketing executives.
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