Overview

The telecom sector has been going through significant changes over the last decade forcing the players to constantly analyze the market dynamics to stay alive. Double-digit revenue growth and any tangible product differentiation in the wireless segment is a thing of the past while customer churn is an increasing pain. Convergence is the name of the game in the wireline segment with increasing competition from cable and media operators and disappearing local and long distance revenues.

Faced with these dynamics, service providers are resorting to bundling and severe cost-cutting. Neither of them provides any sustainable competitive differentiation or advantage. However, by mining their rich customer databases to predict customers’ motives, interests, product preferences and servicing them accordingly telecom organizations can enhance their top-line, increase profitability, and gain market share.