Managing the customer experience: technology spies on the network to find out where problems arise and how to quickly fix them.(Technology)(Arantech, Dublin Ireland)

Wireless Week, July, 2005 by Smith, Brad

In the wireless industry, you might build it and customers might come, but the bigger question is whether they will return. In this era of number portability, carriers have to sign up subscribers to their networks and they also have to keep them satisfied.

There are numerous business cases for the use of customer relationship management (CRM) for wireless networks, focusing on customer care, billing systems, churn management and the like. But an emerging area is looking at what kind of experience a subscriber might have while trying to use the network, especially for value-add ...