We’re officially one week into 2016 and our New Year’s Resolutions are underway. In our last blog, we talked about how to reduce operational costs using M4 Solutions. Communications Service Providers (CSPs) have a number of hurdles to jump this year. One of the most common obstacles is the topic of today’s blog: how to win back customers.
Examine your Customer’s History
Chances are that your customer chose to discontinue service because they are unsatisfied with some aspect of their experience. Whether it be pricing, connectivity, or some other problem, your first job is to identify the source of their dissatisfaction. Finding details on each customer is effortless with an intelligent system like M4 Solutions. The visual map lets users see what service tier was originally purchased, all service changes made thereafter, and any documented trouble tickets. Here you can find clues as to why a particular resident chose to drop service. You might also find over-arching trends of dissatisfaction, which you can then use to improve service.
Use Integrations to Review Consumption Habits
When it comes to dissatisfaction, customers cite two main issues: cost and connectivity. These problems are commonly two sides of the same coin – the customer is not on the right tier of service to meet their needs. M4 Solutions integrates with many applications, such as Calix’s Compass software, to help users determine a customer’s consumption habits. Underutilization may cause a customer to claim that they’re overpaying. Overutilization might cause a customer to believe that the quality of their connection is poor. This knowledge equips your team to make a compelling pitch to bring the lost customers back on board.
Win a Customer Back with Better Offerings
M4 offers a variety of tools to recapture lost customers. M4 RevGen Suite is composed of some of our best sales and marketing modules, such as M4 Services Manager and M4 AutoRouting. This suite is meant to give a broad overview of potential revenue opportunities and can be used in this context to bring a customer back with better service offerings. Show your lost customer that you care about meeting their needs with on-the-spot service qualification and quick network planning.
Does your company have a different resolution? We’re eager to hear! Share it with us by sending a quick email.