The telecommunications industry is in a state of rapid transformation, triggered by various factors changing the way the revenue generation game has to be played…
 

  • Total market saturation
  • Congested networks
  • A downturn in voice-related revenues, an upturn in data-related revenues
  • A shift to smart phones
  • An increasing competitive landscape (MVNOs, substitutes like Skype, etc.)
     

...are just some of the recent trends operators need to have strategies in place for.

 

We leverage our deep expertise of the telecommunications industry to help our clients manage these trends, guiding them towards capitalizing on presented opportunities, towards shutting down potential threats.

 

Our commitment is towards ensuring our clients obtain or enhance a sustainable competitive advantage against their competitors, with value creation as the core driving principle in our engagements.

Real-Time Sales & Churn Action Modeling
A solution enabling operators to take action in a close to real-time manner around driving up sales performance or down churn, not only complementing but bettering traditional data mining model-driven practices.
Market Potential Analysis
A solution that estimates the untapped potential in the market, allowing operators to in a strategic and data-driven manner design their sales strategies, particularly as it pertains to the opening of new sales points.
Customer Experience Transformation
A service around transforming the customer experience of various stakeholders across their respective lifecycles, in order to ensure optimal and consistent interactions that collectively drive a positive impact on the bottom line.
Sales Lead Generation
A solution that turns reactive sales points into proactive sales machines, through the development of a sales lead generation and distribution mechanism, driving proactive sales efforts across the various channels.
Customer Relational Analysis / Social Ripple Analysis
A groundbreaking analytical solution that identifies the relationships between subscribers, allowing for various marketing actions to be taken around driving up acquisition, up cross and up-sales effort success rates, and down subscriber churn.
Data Strategy & Governance Design
A service around enabling the utilization of data to drive value, from designing how data should be collected to where it should be stored, how it should be managed to how it should be leveraged / utilized.
Actionable Behavioral Micro-Segmentation
A novel method of segmenting subscribers on a behavioral micro-level, going far beyond classic macro customer segmentation, allowing for tactical actions to be taken on the customer base to drive results around a variety of objectives.
Tariff Optimization
A service around analyzing existing as well as competitor tariffs on a subscriber-level basis to determine the need / potential for new tariffs, as well as the ideal one for each subscriber, to tap into in retention efforts.
Channel Migration Strategy Design
A solution that determines the specific interactions of various subscriber segments that should be migrated to alternative channels, in order to not only drive down operating costs, but maximize customer value-increasing efforts.
Sales Channel Redesign / Mix Optimization
A service around reshaping the sales channel function, from designing and launching new sales channels, to optimizing the commissioning model, redesigning the support organization, to developing channel-specific policies and standards.
Enabling Effective KPI Monitoring & Reporting

For one of the MENA region's largest quadruple players, we designed a KPI dashboard for the Procurement and Logistics department of the company, allowing executive management to on an ongoing real-time basis track performance across key areas of the business.

Guiding Customer Value Management Practices

For one of the MENA region's largest quadruple players, we have been supporting on an on-going basis the customer value management efforts of the company, by conducting ad-hoc analysis, identifying opportunities and threats, enhancing models, etc.

Enabling a Customer Experience Performance Measurement Practice

For one of the MENA region's largest quadruple players, we designed a customer experience KPI dashboard, for enabling the company to gauge and take action on problematic areas affecting the customer experience.

Designing the Optimal Customer Experience

For one of the MENA region's largest quadruple players, we assisted in the transformation of the consumer and enterprise customer experience, via identifying pain points and recommending improvement areas across the customer lifecycle.

Guiding Customer Experience Transformation Efforts

For one of the MENA region's largest quadruple players, we established a project management office for overseeing the customer experience transformation of the company, with over a dozen various streams coordinated through the PMO.

Developing a Marketing-Related Customer Data Mart

For one of the MENA region's largest quadruple players, we built a customer data mart to enable the design of various marketing analytics models - over 4000 unique variables per customer were defined in this data mart.

Evaluating the Feasibility Around the Launching of a Loyalty Program

For one of Central Asia's largest mobile operators, we conducted a detailed workshop around loyalty programs, helping the company assess and make a decision around the need for the launch of a full-scale loyalty program - the decision was made in the session to delay the launch.

Enabling the Reporting of "One Version of Truth"

For a major Pan-African telecommunications player, we designed "one version of truth" reporting across the company's various markets; for the first time, the company was able to have accurate comparable reporting across the entire base of operations

Enabling Continuity In Marketing Analytics Efforts

For one of the world's largest satellite television providers, we assisted with the migration of the company's data warehouse, ensuring marketing analytics efforts were not affected during the migration, that the models could be replicated with the new data warehouse.

Enabling Churn Reduction & Sales Uplift Efforts

For one of the largest incumbent operators in the MENA region that was facing significant revenue pressure, we designed cross-sales, up-sales, and retention models. All models are currently being actively used by the company to proactively and reactively drive revenue growth and retention.

Deciphering the Correlation Between Advertising and Product / Service Demand

For a mobile operator with presence in over 20 countries, we built a model that helps the company forecast demand as it is correlated to advertising by the company as well as its competitors; based on the forecast, the operator is now able to ensure proper product and service stock levels are in place, as well as adequate staffing to effectively manage the demand.

Deciphering the Correlation Between Value-Added Services and Churn

For one of EMEA's largest mobile operators, we designed a model that identified and estimated the impact of value-added services on subscriber relationships, allowing the company to in turn redesign its VAS-related pricing, positioning, and bundling strategies.

Hype or the Real Deal? The Big Data Conundrum
Big Data has become one of those terms you can’t avoid these days, all the rage in and around the business intelligence industry. The overwhelming buzz makes you wonder - is there something really there, or, is the hype the result of vendors and consultants trying to make another buck?
Targeted Roamer Marketing – Maximizing Inbound Roamer Revenues
While inbound roaming is a lucrative business for operators in specific countries, too common is the company relying on old-school practices to market it, focusing only on mass outreach and non-customized value propositions. Operators wanting to retain and grow roaming revenues need to start tapping into targeted marketing practices before their competitors do…
Loyalty Programs Gone Right – Constructing the Utopian Loyalty Program
As a follow-up to a prior article around loyalty programs gone wrong, herein we define what a utopian loyalty program would like (one which not only satisfies members, but more importantly, has a positive impact on the bottom-line), while highlighting some best-in-class programs that have got it somewhat right…
SNA’s Failures Revealed – Getting it Right With Social Ripple Analysis
If you are using one of the market leader Social Network Analysis (SNA) tools, it is very likely that you are not seeing the forest for the trees. While SNA is an effective tool for identifying subscribers who are social leaders and followers, using it for churn prediction and propensity modeling can be dead wrong. As Forte, we recommend all operators take a leap towards using Social Ripple Analysis (SRA)…
Maximizing ROI Through Customer-Level Discriminatory Pricing
While campaigns are a must for companies in B2C sectors seeking to drive up revenues, they also have an adverse affect on the bottom line, in that they partially cannibalize already guaranteed revenues (thus driving down profit margins). Price Sensitivity Analysis (PSA) is a sure-fire way to minimalize this loss…
Social Media Strategies – Twitter Follower Relationship Management
With a significant percentage of B2C companies well established at this point on Twitter, it’s due time they take steps to better understand and take actions around their followers – Follower Relationship Management (FRM) is a method for doing so…
How Much is Too Much? Getting it Right With One-to-One Communications
Overwhelmed by how often companies you have a relationship with get in touch with you? You’re not alone – companies have lost all control around how frequently they are communicating with their customers. It’s due time they take a look at their communications practices and make amends…
Effective Channel Management Strategies – Segmenting the Channels
Channel analytics, the often neglected sibling of customer analytics, presents significant opportunities for companies seeking to better their channel-related performance, especially those in industries with large distribution networks (such as financial institutions, telecoms operators, retailers, automotive distributors, etc.)…
Bridging the Chasm – The Collaboration of Consumer & Business Marketing
Rare is the company that within has its consumer & business units working hand in hand to improve the bottom line of the company. Bundling across business units is one area which holds significant potential for those companies that can pull it off…
Customer Analytics Gone Wrong – Eight Common Mistakes to Avoid When Deploying Customer Analytics Models
Designing customer analytics models is only half the battle. Equally, if not more difficult, is deploying them, such that actions triggered by the model outputs are being taken on a daily basis. In this follow-up article, we highlight some of the most commonly made mistakes that prevent companies from succeeding at deploying models…
Real-Time Customer Value Management – Sales and Churn Triggers
Traditional monthly churn prediction or sales potential models help companies identify only some of the opportunities they can take action on to grow and retain their customer base; real-time sales and churn triggers help identify the rest…
SMEs and Churn – 15 Key Factors Driving Them Away From Operators
At the heart of any mobile operator’s marketing department efforts is the goal of driving down churn. A segment that is relatively ignored by telecoms – small to medium enterprises (SMEs) – have their own unique set of reasons for churning, reasons which need to be explored then addressed with the right solutions. In this article, we highlight the key 15 factors which drive SMEs to churn…
Moving Beyond One-to-One Marketing - Getting Personal with Enterprise Customers
For years, telecom operators have been adapting the “one-to-one” customer treatment concept and applying it to their enterprise customers, essentially seeking to treat each enterprise client differently. Though this treatment method is effective with consumers, it’s not the right way to manage an enterprise client – it’s time for operators to treat the same customer differently! ...
Designing Best-in-Class Loyalty Programs – Getting the Benefits Right
Possibly the most important aspect of a loyalty program is its benefits. Be it lack of vision, lack of creativity, or plain old laziness, many companies take the easy way out and offer cookie-cutter benefits through their loyalty programs. The ones that are best-in-class don’t, offering benefits that not only succeed in satisfying the customer, but in changing the company’s bottom line…
Customer Analytics Gone Wrong – Ten Common Mistakes To Avoid When Designing Customer Analytics Models
The potential that customer analytics models hold within them are extensive for the companies that choose to utilize them to better their marketing and sales activities. But even best-in-class companies get it wrong sometimes by making mistakes in how they design their models, and in how they utilize them once they have been designed. Herein we present ten mistakes to avoid in designing customer analytics models…
Campaign Sensitivity Analysis – Preventing Competitors From Stealing Your Customers
A simple yet effective manner in which to use analytics to prevent competitors from poaching customers in the telecommunications sector, campaign sensitivity analysis is sure to become a common practice in the field of business intelligence / data mining over the coming years…
Handset Purchasing Customer Experience – Optimizing the Retail Sales Cycle
While many telecom operators undergo customer experience transformation engagements, many fail to take into particular focus one specific part of the customer experience – the handset sales cycle. Not only is this area a particularly lucrative one for telecoms, but it also is one that allows for stronger bonding with the customer…
Improving the Quality of Data Acquired from Customer Touchpoints
From telecom to retail, hospitality to finance, customer analytics will continue to be a hot topic over the coming years. Keeping in mind that customer analytics is highly correlated with data (and most importantly, with the quality of it), any improvements in data quality will take companies a step ahead in this realm. This article summarizes eight recommendations for companies around how to increase the quality of customer data acquired from customer touch points.
Channel Migration Strategies – Matching Customers to the Optimum Channels
As the number of channels which a company can service its customers through has proliferated over the years and will likely continue to, strategies need to be developed that turn into actions aimed at shifting certain customers to certain channels, in order to best optimize the cost of servicing customers vs. the level of service they receive through different channels…
‘Context Mining’ To Go Beyond Customer Needs in Telecommunications
As telecom product and service offerings are increasingly becoming commoditized, telecom companies need to offer their subscriber bases more than just communications solutions. This homogenization of offerings necessitates telecoms to differentiate themselves, which can be done through understanding the lifestyles of their subscribers and adapting offerings to cater to these lifestyles – which brings us to the fairly new concept of ‘Context ...
Uplifting ARPU By Designing Customer-Specific Handset Strategies
While mobile operators spend a great deal of effort and energy in trying to boost ARPU through various marketing initiatives, few have customer-level handset strategies in place, strategies which allow for ARPU-boosting actions to be taken on a customer-by-customer, handset-by-handset basis…
Stopping Churn in Its Tracks – Proactive Retention Strategies for Mobile Operators
While almost every mobile operator has a reactive retention strategy in place for preventing subscriber churn, few have developed proactive retention strategies for doing so, failing to benefit from this practice proven to stem the tide of customer loss…
Loyalty Programs Gone Wrong – Ten Common Mistakes to Avoid
While it’s not rocket science, designing an effective loyalty program is much harder than it appears. Even the most lauded companies have deficiencies in their programs, deficiencies which can make or break it…
Radically Proactive Marketing – The New Name of the Game
The old rules of the game - Advertising, shelf space, retail presence. The new rules of the game - Predictive models, one-to-one offers, outbound campaigns. 65% of product launches fail. That’s means that the millions of hours and millions of dollars in resources invested into developing two out of every three products is a complete waste...
Service Done Right - The Best of the Best
Best-in-class companies go out of their way to cater to their customer base, using service as the key differentiating factor in trying to win them over...
Crisis Management in Reverse - Capitalizing on Shocks to the System
In every sector all over the world, companies fail, collapses that are sometimes triggered by seismic events. Such moments present significant opportunities (or threats, if not seized) for the company that is prepared to capitalize on them. Crisis in the business world can take many shapes and forms...
Know Each Customer’s Share-of-Wallet? Understanding Every Customer’s True Potential
Regardless of sector, companies across the board struggle to understand the true existing potential of each of their customers. Such an understanding is the first step towards capturing more share-of-wallet of existing customers. In its most basic form, there are two general ways companies in most sectors can grow their revenues – by either selling more to their existing customers, or by acquiring new customers (taking aside such other bottom-line impacting actions like increasing retention or reducing operating costs)...
Making it Right - Problem Resolution for High-Value Customers
Nothing makes or breaks an existing relationship with a customer like a problem handled effectively or mismanaged. How high-value customers are treated during a problem resolution process is of the utmost importance in hoping to retain them…
Business Intelligence 2.0 – The Hidden Treasures in Cell Tower Data
A new and unconventional means for learning about one’s customers, cell towers capture unique information that can be used in groundbreaking manners by any mobile operator to better serve, market, and sell to its customer base...
Unique Acquisition Methods - Below the Line Customer Referral Programs
While customer referral programs are abound, few are conducted below the line, aimed at one single individual, a strategy that can uplift acquisition rates significantly vs. traditional referral programs. Referral programs are nothing new...
Improving Processes in the Service Sector – Going Beyond Efficiency and Quality Uplift
Traditionally, efforts around improving processes in the service sector have had at their core the end goal of reducing operational expenses while maintaining or improving service quality, focused on driving efficiency in certain day to day business activities...
Outlier Analytics – Learning From Those on the Fringe
While most companies focus their business intelligence efforts on the masses, those few examining outliers (consumers who don’t exhibit expected behavior) are finding hidden gems of information they are using to develop new offerings…
Why Recreate the Wheel? Using Best Practices in the Workplace
Many a company aspiring to be a trendsetter or market leader like an Apple or a McDonalds doesn’t have to be as innovative as them to succeed in their respective sectors / countries – they just need to learn (and borrow liberally) from the best…
Aligning Employees Around Delivering Best-in-Class Customer Experience
Customer – employee interactions are the very backbone of the customer experience. Employees dedicated to serving the customer base deepen the overall company – client bond; indifferent employees providing poor service drive consumer and value loss, damaging the company in a way that is often irreversible. Companies need to align their employees around delivering the best possible customer experience possible…
Maximizing Campaign Conversion Rates Using Analytics
Finding the next best offer for customers is only the tip of the iceberg when it comes to maximizing ROI from campaigns. Companies need to look into using the right channel, the right tone of communications, and even the right time to contact customers to achieve this ultimate objective...
Small Business Loyalty Programs - Giving Back to the Oft-Ignored SME Segment
For too long, the SME segment has been underserved, with companies doing little to cater to the needs of this extremely important and valuable group of customers. Some companies have begun to take heed, launching loyalty programs customized for this segment across numerous different sectors…
Text Mining - Going Way Beyond Just Listening to the Voice of the Customer
How about making use of the 80% of customer data you have on hand but haven’t tapped into yet? And how about if that data can help you reduce churn by 50%? Text mining is one of the latest trends in data mining today, with many companies already benefiting significantly from their efforts around this practice...
Wondering What Lies Ahead? The Power of Predictive Modeling
From telecoms to finance, e-commerce to government, predictive models are being utilized across various sectors to tackle all kinds of business problems. Companies that have yet to benefit from this practice need to examine the ways in which they can do so...
Ensuring Successful Business Partnerships
Partnerships with other companies in or outside of one’s own sector are often frowned upon by companies, due to their complexity, risk, and time consumption. Yet, the right partnerships can provide significant benefits for companies, helping them gain a competitive advantage against their competitors. Companies need to follow a set of guidelines in ensuring they build relationships with the right partners…
'Occasional' Customer Segmentation - Uncovering Hidden Truths About Customers
As traditional customer segmentation has become blasé, with occasion segmentation the hot trend, it’s a hybrid model of the two - 'occasional' customer segmentation – that companies seeking to “be there” for their customers need to examine...
Bundling 2.0 - Bundling Within and Across Sectors
Traditional bundling is a nice start for companies seeking to drive acquisition, generate cross-sales, and increase product & service uptake / upsell, but it’s only a start – bundling within and across sectors is the wave of the future.
The Social Media Buzz – What’s It All About?
The proliferation of online communities in the form of social media is one of the most noticeable trends on the web over the past several years. Not only has it redefined what the internet means in terms of its value offering, but has also become an indispensible element of a given person’s daily activities...
Segments of the Middle East – Small and Medium Enterprises
The last in a series around the most common and important market segments observed in the Middle East and strategies & tactics to acquire and serve them effectively…
Beyond the Customer Lifecycle – Catering to Customers When They’ll Most Appreciate It
While many a company takes into consideration the customer lifecycle when designing their customer experience strategies, few consider that they need to cater to the needs of customers during transitional lifestage moments or spontaneous events...
Consumer Segments of the Middle East – The Youth
The third in a series around the most common and important market segments observed in the Middle East and strategies & tactics to acquire and serve them effectively…
Making the Leap – From Reactive to Proactive Sales
Businesses can no longer sit back passively and hope customers come a knocking. The proactive pursuit of potential clients must be made a part of any companies’ day to day sales strategy, and reflect in its activities...
Consumer Segments of the Middle East – Leisure and Business Visitors
The second in a series around the most common and important market segments observed in the Middle East and strategies / tactics to acquire and serve them effectively…
Consumer Segments of the Middle East - The Expat Community
Market segmentation is a relatively common practice, executed over and over by most leading companies around the world, conducted in order to understand the needs of different segments and target them effectively...
Eyes Wide Open - Competitor Intelligence Practices
According to a study by the Society of Competitive Intelligence Professionals, about 90% of the Fortune 500 companies in the US are conducting competitive intelligence activities...
Finding Tomorrow's Valuable Customers Today
The oft-neglected customer who represents little value today could be an important asset for your company tomorrow – the trick lies in identifying them. Companies in the telecommunications and banking sectors that have begun managing customers based on their value have taken that first important step in effectively dedicating their resources proportionately, providing a higher level of service to more valuable customers...
Optimizing the Customer Experience to Drive Customer Retention
Companies need to realize the single greatest asset they have aside from their product or service portfolio are their customer-facing employees, and, accordingly, ensure they are equipped and measured in the best manner possible to satisfy customers to the greatest extent possible...
Bundling Your Way to Success
Working hand-in–hand, Sales and Marketing teams of companies can generate significant cross-sales / up-selling by bundling products / services together...
Turning Your Customers (and Non-Sales Employees) into a Sales Force
In a day and age when acquiring a customer is getting more and more difficult due to increased competition and slashed sales budgets, customer referral programs can be utilized to generate significant sales growth in a very practical and effective manner...
Quintupling Your Churn Prediction Performance
As real business cases demonstrate, the performance of predictive data mining models drastically improve when information about historical customer behavior and real-time interactions are put together. Companies with traditional churn prediction models should realize the opportunities they are missing…
Matchmaking to Optimize Call Center Sales Performance
Most analytical models developed for customer acquisition, retention or growth do not take into account that it is the human that does the marketing, and miss a great opportunity to boost return on investment...
Leveraging Internal Data to Target Competitor Customers
Many companies already own the right data for targeted acquisition from their competitors, yet most aren’t aware of it. Is your company one of them? What you think you don’t know but actually likely do regarding your competitors’ customers represents a huge untapped potential that could create substantial impact to your company’s bottom-line...
The Single Easiest Way to Grow – Winning Back Lost Customers
Companies often fail to tap into and benefit from the data they possess. Possibly the single most ignored information pool is that about a company’s ex-customers. Such data, if used properly, could lead to the acquisition of a significant number of customers and the generation of significant revenues...
Effective Loyalty Programs - Keeping Costs Under Control
The third in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
A New Metric for Sales Channel Management (Channel Diversity Index)
Across numerous different sectors in an ever-increasing manner, companies are agreeing with external parties to serve as a part of their sales channels – and, in some cases, to serve as the sole sales channel...
Are Your Sales Channels Crisis Ready? (Revisiting Sales Channels)
The latest economic crisis necessitates the need for companies to revisit their sales channels. Why? The drastically effected marketplace has altered factors like sales potential, competitive landscape, customer preferences, partnerships, etc...
Effective Loyalty Programs - Recognizing & Rewarding Most Valuable Customers
The second in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
BI on a $0.99 Budget
Business Intelligence teams recognized as "best-in-class" have often spent hundreds of thousands to millions of dollars on software to garner such praise. Such investments are near impossible for budget conscious / smaller scale companies, especially in times of economic downturns...
Customer Retention During the Downturn
In light of the deepening economic crisis and its effect on churn behavior, retail banks need to revisit their retention strategies and revise their tactics so they reflect the new reality in the marketplace...
Effective Loyalty Programs - Changing Channel Usage Behavior
The first in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
Developing Sales Battle Cards
In an environment where conditions are getting tougher (with increased number of local/global players, elevated customer expectations, new technologies which makes product and service comparison easier than ever, the economic downturn, etc.) ...
Where are Your Dealers? (Optimizing the Dealer Network)
The dealer network is the most important channel for many companies operating in the retail sector. Unfortunately, examples of poorly managed dealer networks are abound, particularly on the issue of geographic distribution of dealers...
Your Customers Are Changing, Are You Following?
The economic downturn is having a substantial impact on the needs, preferences and behavior of customers. Companies need to tap into their customer intelligence to ensure they adapt as well to these changing conditions...
Are You Using Enough and the Right Facts for Decisions across Your Organization?
Organizations make tens to millions of managerial and operational decisions every single day with difference importance levels and frequencies. Such decisions range from highly strategic ones, such as decisions on entry to new markets to tactical ones, such as the next product that the sales agent will offer to a customer...