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CRM & Customer Service Market Research Reports


The Digital experience: omni-channel strategy should focus on supporting customer lifecycle phases

By Analysys Mason
"...... r's (CSP's) customers. CSPs undertaking transformations into digital service providers (DSPs) should adopt an omni-channel architecture that will provide contextually consistent support for their customers throughout the customer lifecycle phases......."

The SaaS-based customer care: CRM leads adoption of SaaS across all telecoms segments

By Analysys Mason
"...... nvestments in software systems as existing systems restrict them from offering consistent or contextual interactions across channels. Software-as-a-service (SaaS) delivery models are becoming increasingly attractive because they have extremely low se......"

Telcos' Customer Experience Management : A tech-enabled data-driven revolution

By iDate Research
"...... sales channels -both digital and physical stores. Furthermore the opportunities emerging from big data and analytics will be analyzed, as well as other innovations as chatbots and blockchain technology.Finally, the report presents key met......"

The Customer care systems: worldwide forecast 2016–2020

By Analysys Mason
"...... lion in 2015 to USD15.5 billion in 2020 at a CAGR of 5.8%. The market will be driven by communications service providers' (CSPs') focus on adopting an omni-channel architecture and deploying cloud-native systems in the short term, and automated atten......"

The Customer care systems: worldwide market shares 2015

By Analysys Mason
"...... eir challengers. Growth was driven by CSPs’ aims to deploy omni-channel systems, provide self-service and enable a digital experience for customers. This Market Share Report Provides: detailed market shar......"

The Connected Consumer Survey 2016: mobile customer satisfaction in Europe, South Korea and the USA

By Analysys Mason
"...... ough a transition period, during which their priorities are moving beyond price and their reasons for churn are changing. Operators need to adapt their means of retention when established approaches to service design and device bundling become less c......"

The Analytics in customer care: application areas that enable CSPs to deliver personalised interaction

By Analysys Mason
"...... ersonalised customer interactions by focusing on the customer lifecycle stages......."

The Customer experience index: creating customer-centric CSPs

By Analysys Mason
"...... driven algorithm that can help to predict the experience of any subscriber, at any time, and at any stage of their service-lifecycle. These solutions provide a simple number in the same way Net Promoter Score survey results do, but use KPIs that are ......"

The Customer care systems: worldwide forecast 2015–2019

By Analysys Mason
"...... 019, and this growth will be driven by communications service providers' (CSPs') need to increase revenue, and to improve customer satisfaction and churn reduction. CSPs will deploy new systems with analytics capabilities to support customer service ......"

The Customer care systems: worldwide market shares 2014

By Analysys Mason
"...... ing in the customer care systems market for the telecoms industry, and provides profiles of the leaders and upcoming vendors. The integration of analytical capabilities, as well as social media customer service solutions, into customer care s......"

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