What is Customer Value Maximisation and why does it matter to my mobile business?

11 January 2019

Customer Value Maximisation emerged some years ago as an approach to help the banking industry recover from the financial crisis of 2008/9 and as an evolution to the practice of customer lifecycle or customer relationship management. The aim of CVM is to derive as much value from the existing customer base as possible, because it’s believed that this can deliver the greatest results in the shortest possible time. Since then, CVM has been enthusiastically adopted in many sectors – but not, so far, to any great extent in the mobile industry.

Excellence in customer experience provides an opportunity for differentiation, part 3

11 January 2018

Excellence in customer service depends on being able to help your customers efficiently, through automation and through tailored, relevant responses, backed by an engaged and empowered team. If your branded MVNO doesn’t meet expectations created by the brand, it risks being seen as irrelevant. In the final part of this series, we explore key tactics to help achieve excellence.

Roam Like at Home means you may have to rethink and rebuild roaming partnerships

06 December 2017

Roam Like at Home brings many benefits to consumers – but it raises challenges for MVNOs. They need to be able to take more control of their roaming agreements and to build partnerships to serve the most popular destinations. This means that MVNOs need the operational flexibility to establish new agreements and the platform to support new roaming solutions.
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