End-User Insights: The Foundation Of Profitable Business

Customer value varies significantly between the end-users of individual Communications Service Providers (CSPs). Nokia Siemens Networks estimates that 20 to 30% of a typical CSP's end-users generate 70 to 80% of the Customer Life Time Value (CLTV) for the CSP. In extreme cases, 10% of end-users generate 90% of the profits. CSPs are now realizing the benefits of a better understanding of their customers. 74% of CSPs have already moved to a more customer-focused delivery model in the past 12 months in order to be more competitive.