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Every time a subscriber interacts with a communications service provider (CSP), it’s an opportunity to strengthen the relationship. But subscriber engagement isn’t just about warm feelings: done right, it increases profitability by encouraging usage, growing revenue, lowering operating expenses, and creating happier subscribers that become advocates for your brand.

Because subscriber engagement is a catch-all for multiple diverse use cases, many functions and departments within the CSP organization are stakeholders:

 

  • Marketing and product team performance is often measured against revenue and adoption rate targets, and real-time engagement is a powerful way to increase awareness, loyalty and - to grow revenue
  • Operations teams benefit from self-care use cases and service-related notifications that improve customer service efficiency and relevance and reduce costs
  • The IT organization is usually tasked with sourcing, integrating, and managing the subscriber engagement platform(s) and they look for simplicity and cost-effectiveness

 

160908 How to engage subscribers to increase profitability from Ovum on Vimeo.

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