Skating on thin ice

Jeanette Deetlefs

Network operators have no claim on the final consumers. The consumer's relationship with the network is channelled through the service provider, and the consumer does not necessarily have to interact with the network.

Skating On Thin Ice

The impact of the portal on customer loyalty

Jeanette DeetlefsProactive insight

The Focus is on Customer Retention

Disappointing net additions of subscribers in Europe and the United States imply that subscriber growth globally is starting to take a back seat. The operational focus now moves to profitability, cost reduction and customer retention. While China, Africa and India remain large international growth markets, within the South African market the new entrant Cell C is likely to support the market growth from 22% of the population to 30% in the next three to five years. This growth...

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