Customer Experience Score
Customer Experience Score Customer Experience Score Malaysia, Selangor, Kuala Lumpur (KL), Petaling Jaya (PJ) System, Supplier, Consultant | Velabs Sdn Bhd
An optimized Service Plan is such that the customer is receiving the right value for the price they are paying, and the Communication Service Provider (CSP) is receiving the most amount of Revenue, and achieving the highest margin over the course of the Customer Lifecycle. The challenge is how does the Product Manager know that their Service Plans are optimized for the intended segment of customers? Furthermore, how does the Loyalty Marketing Manager know when a customer needs an offer to optimize their perceived value and prevent Churn, and even more difficult to know is what the offer needs to be in order to optimize the value to the CSP so that ARPU is not leaked.

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