Mark Chaimbault Head Of Customer Analytics Three Mobile UK · SMS Storage free cricinfo...
Transcript of Mark Chaimbault Head Of Customer Analytics Three Mobile UK · SMS Storage free cricinfo...
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© 2017 TM Forum | 1
Building Loyalty with Data:
Moving from Price Led to Brand Led
Mark ChaimbaultHead Of Customer Analytics
Three Mobile UK
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Three Mobile UK
9.2m Active
customers.4,400 Employees in
the UK340 Retail stores in
the UK
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Three Mobile UK
5 million Three
customers are
enjoying 4G at no
extra cost
Three customers
use 5.4GB on
average every
month
50% Half of data
traffic on Three is
streaming media
35% Of the UK's
mobile data traffic.
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Price Driven Market
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Retention Process
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Retention Targeting
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The Deal
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Making It Relevant
Inputs Outputs
Advanced Analytics
Segmentation
Business Rules
Business Objectives
Relevant Offers
Targeted Journeys
Issue Resolution
Timely Communication
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Data Driven Decisions
Inputs
Value
Needs
Behaviour
Risk
Attitudinal
Potential
NPS
Relevancy
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Value Through Usage
Basic
Communication
Creating
Content
Social
Networking
Information
Media
Consumption
Data
Users
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© 2017 TM Forum | 11
Value Through Network
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Value Through Satisfaction
NPS
Network
Value
Support
Billing
Device
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Price to Brand