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CEM Customer Care – How CSPs will use CEM to differentiate for competitive advantage

The fifth of our VanillaPlus Insights starts here with 38 pages examining how CSPs are looking to CEM to improve user satisfaction but also to run their businesses more efficiently and protect, preserve and stimulate revenues.

The Insight contains a specially-commissioned analyst report written by Patrick Kelly, research director at analyst firm Analysys Mason. The Insight also includes features, interviews and a case study to help you gain a greater understanding of how CSPs are using CEM to differentiate for competitive advantage.

	TALKING HEADS: NETWORK STATISTICS CAN MISLEAD – REAL-TIME BUSINESS ANALYTICS ARE REQUIRED Accanto Systems’ Jarkko Multanen explains why network-oriented approaches to quality don’t enable CSPs to prioritise the needs of their most profitable customers. A real-time business analysis platform is needed to deliver these valuable insights			CEM CUSTOMER CARE ANALYST REPORT Our specially commissioned analyst report, authored by Patrick Kelly, principal analyst at Analysys Mason
	EXPERT OPINION Mahmoud Oubraham says CEM is only achieved with objective, accessible insights from multiple data sources			EXPERT OPINION Yariv Geller says customers don’t need a reason to leave so CSPs must give them a reason to stay