Customer Value Management

Customer Retention Strategy and Operation

Consultancy Services

Defining Retention strategy for B2C and B2B Customers (proactive retention,reactive retention, win-back), 

Define Cancellation and Renewals Customer Journey, 

Create Churn Risk Models for Post-paid and prepaid customers,  

Define Retention Offers and targeted customers for retention/renewal campaigns, 

Set-up Retention channel strategy and operation, including training for Agents and Team Leaders – soft skills, commission models, etc.;  

Manage and optimize the retention operations (save rates)

References

1. Proactive Retention: 

1.1 Contract Renewals campaigns implemented in different maturity levels in Europe across 10 countries, in Morocco,  in Middle East; 

1.2 Collection Campaigns to avoid involuntary churn implemented in Morocco, and 5 Eastern European countries; 

1.3 Customer Experience Close Loop Campaigns implemented in Austria, Romania, Oman, Morocco with measurable churn reduction effects; 

1.4. Prepaid Retention – Recharge campaigns – implemented in Middle East, in North Africa and Asia . 

2. Reactive Retention:  Several variation of the contract  cancellation customer journeys  with implementation of retention personalized offers and reactive retention operations in shops, inbound or outbound calls implemented across Europe, Middle East, North Africa and Asia. 

3. Win-Back Campaigns implemented in Germany, Morocco, Middle-East.

Customer Cross/Up-Sell Strategy and Operation

Consultancy Services

Define X/Up Sell offers and models for eligibility and probability to buy, Implement Next Best Offer for Customer Interaction Workforce, Define Volume and Value based management of the X/UP Sell activities, Implement and Optimize X/Up sell operation – inbound, outbound, shops, digital -

References

Transformed multiple times cuistomer center operations from Cost to Profit Center by implementing and operating inbound X/UpSell across Europe, Middle East, North Africa. Implemented value-based management of UPsell and volume/value-based management for Xsell. 

Implemented X/UpSell outbound campaigns in North Africa and across Middle East.

Implement and optimize conversion rate for online X/UpSell Offers in Europe and North Africa

Set-up B2B Inside Sales for SME

Consultancy Services

Design, Set-up and Operate specialized Tele-Sales Teams to acquire, X/Up Sell and retain B2B SME Customers

References

Set-up B2B Inside Sales Operation for fix and value-added services in Romania and for fix, mobile and value-added services in Qatar and Morocco

Customer Value Service Differentiation 

Consultancy Services

Define the customer segmentation: marketing driven segmentation and value-driven differentiation; 

Define the customer service differentiation strategy – which segments will be differentiated and how they will be differentiated; 

Implement technically and operationally the customer value differentiation in the contact center

References

Part of the implementation of Value based service differentiation at T-Mobile Germany and across Europe. Owner of implementation of Service Differentiation at Ooredoo  Group and later on optimization of Service Differentiation in Germany and North Africa.

 Implemented dedicated VIP Services in Germany, Middle East and North Africa