Category Archives: Churn

Equipment sales and bundling: Best practices

Analysis & Go-to-market, 2020

Which are the equipment sales models in mobile and how have they developed over time? Can best practices be spotted when comparing equipment sales and profitability for a large number of mature market operators globally?

Using facts: What outputs are different equipment sales models such as subsidy, instalment, leasing, rental and BYOD generating – and how is an early upgrade promise affecting?

In this project we identified and documented a few operator best practices across different models in different markets.

Continue reading Equipment sales and bundling: Best practices

European FMC propositions and outcome

Analysis & Go-to-market, 2020

How have operators introduced fixed-mobile convergent plans in Europe’s most advanced markets France, Spain, Portugal, Belgium, Switzerland, the Netherlands – and in emerging FMC markets like the UK and Sweden? How – and how quickly – did competition react?

Using facts: What is the take-up of these FMC plans? How have the FMC introductions affected mobile and fixed market share, customer churn, acquisition & retention cost, demand for fibre and TV – and revenue and margin?

How do you avoid making FMC a discount-centric thing? How have the best FMC propositions been put together and how have they been marketed? Is there a way to leverage content and exclusivity?

Is 5G changing FMC?

Continue reading European FMC propositions and outcome

The FMC hoax

Without subscription growth it’s difficult for mature market operators to report service revenue growth.

Some operators – anxious to still show growth – have thus begun to regularly highlight their fixed-mobile convergence base in quarterly results presentations. It’s most often a smoke screen. Here are seven examples – of which six aren’t growth stories.

From Telefónica’s Q3 2019 presentation (on Spain)
Continue reading The FMC hoax

How South Korea’s operators drive demand for 5G

Reference: Analysis and Go-to-market, 2019

Nowhere else in the world will you find as many 5G users as in South Korea. Nowhere else will you find as many 5G base stations up and running. If there ever was a race to 5G, the Korean government and industry won it.

Seeing is believing: After having dug up, read and compiled all reporting and data on Korea’s mobile business there was no other way forward than to seeing it for ourselves and interview people involved in creating Korea’s ‘5G wonder’.

We spent eight busy days (11-18 July) in Seoul to finish a comprehensive 106-page analysis – full of graphs and photos – with recommendations for European operators.

Continue reading How South Korea’s operators drive demand for 5G

How to continue to improve mobile service revenue and customer loyalty

Reference: Analysis and Go-to-market, 2018

Quantitative and qualitative exploration and analysis project starting with a Nonstop Retention® benchmark for a specific country market.

Analysing a wide area of propositions and tactics from several different markets:

  • Multi-user and multi-device plans
  • Fixed-mobile convergent plans
  • Premium value plans and options
  • Flexible plans and sub-brands
  • Early upgrade plans for handsets
  • Loyalty programmes

Identifying best practice with regards to impact on revenue, take-up and customer loyalty. Applying it to the local market competitive context, resulting in a recommendation presented during interactive workshops.

Continue reading How to continue to improve mobile service revenue and customer loyalty

Five of your questions that Tefficient can answer – now

2019 will be a year with significant uncertainty for many operators. Will we get that frequency license? Will the merger in our market be approved? Will we be able to launch 5G? Will competing fixed wireless propositions steal our broadband customers and erode prices? Will our competitors begin producing original content?

Good then that there are questions that can be answered here and now. These are the ones we know many of you are busy with:

Continue reading Five of your questions that Tefficient can answer – now

International mobile switching and number porting analysis

Reference: Analysis, 2018

Capturing and summarising how the mobile switching and number porting processes are implemented in ten countries.

Capturing and presenting the mobile switching and porting volume trends – per country and/or per operator.

Example from Spain (public data)

Analysing how the stipulated process (and the way operators have implemented it in practice) affect these trends. Developing KPIs allowing countries to be compared. Identifying best practice.

Identifying the triggers for switching and porting – and the elasticity between factors like gross adds, churn, numbers ported and net adds. Using international examples to predict what a change in the switching and porting process might mean for another country. Continue reading International mobile switching and number porting analysis

Why is there a best before date on mobile data?

Fresh milk and mobile data seem to share the same bacteria problem. Even if treated carefully, it eventually goes sour. To protect consumers from a possibly unpleasant experience, dairy producers put a best before date on milk cartons. Mobile operators go further – they revoke unused mobile data before those gigabytes have become a health hazard.

But consumers have started to question if unused data really is unhealthy and deserve a similar down-the-drain treatment as sour milk. Clever mobile operators realised that they can offer rollover data. One of the pioneers globally is New Zealand’s 2degrees. In this video they ask what is happening to all that leftover data.

Continue reading Why is there a best before date on mobile data?

Six calls to action – directly from consumers

Ericsson ConsumerLab today published a new consumer and industry insight report titled Towards a 5G consumer future.

The research insights are based on a survey of 14000 Android and iOS smartphone users between 15 and 65 in fourteen countries: Argentina, Brazil, China, Egypt, Finland, France, Germany, Indonesia, Ireland, Japan, Mexico, South Korea, the UK and the US.

To prepare this consumer research, we worked with Ericsson ConsumerLab to analyse and benchmark the mobile data strategies of operators globally. When we had the research results, we jointly reviewed them.

The findings can be summarised in six calls to action – from consumers for operators: Continue reading Six calls to action – directly from consumers

Analysis and recommendations on mobile proposition refresh

Reference: Analysis and Go-to-market, 2017

Building and interactively presenting a comprehensive before/after analysis of international mobile propositions and their effects on customer intake, customer loyalty, revenue growth and data usage.

Emphasis on how to maximise the effect of e.g. unlimited data, zero-rated services, group & family plans and time-based offers in post- and prepaid propositions. Mapping the propositions to customers segments with a reward-for-wanted-behaviour logic balancing between general availability and segment exclusivity. Continue reading Analysis and recommendations on mobile proposition refresh