This is one slide to summarize what is the perimeter of Big Data in the Telecommunication Industry and what is the benefit of integrating Social CRM into it.

1. 1
Big Data in Telecommunications
What is it about? Why integrating Social CRM?
Benjamin Filaferro – befilaferro.blogspot.com – filaferro@outlook.com – © 2013 all rights reserved
Social
CRM
Network
Billing
CRM
CTI
Loyalty
Campaign
Mngt
Usual perimeter of
DWH allowing basic
Customer
Segmentation, Next
Best Product
Campaign, etc.
« Big Data » perimeter
allowing Social
Network
Analysis, Geomarketin
g, Pattern
Recognition, etc.
Integration of Customer Data collected by
the Social CRM is reached either through
customer login on a dedicated social
platform, or through matching during an
interaction with a customer representative
on a mainstream social network
1
2
b
c
a
d
A customer has more than 20,000
followers on Twitter
When the customer calls the hotline,
he doesn’t go through IVR and he is
directly sent to the team with the
highest level of skills
A customer has a cellphone and an
iPad 4G. He lives in a suburban area
and goes to work downtown everyday
by train where he plays games on his
iPad. In average every month, he gives
calls to 12 different HNW individuals
He has an ARPU of 100€ with a
quadruple play offer and VOD usage
In the past, he has redeemed points for
4 Disneyworld tickets
He has more than 2000 followers on
Twitter
One month before the holiday season,
the customer is given a free 6 month
trial to a kid TV channel bundle as well
as a detailed explanation on how to
watch these channels on his iPad
a
b
c
d
2
f
f