Understanding Why Customers Separate from CSPs

Posted on February 10, 2021

This article is condensed and originally appeared on the UC Today website.

Customer needs are evolving. Many customers are prioritizing enhanced communications, speed and transparency with services. In response, the cloud-based telecom provider market is rapidly advancing to keep up with these changing preferences. As telecom services become increasingly important to maintain collaboration within enterprises, Communication Service Providers (CSPs) must be strategic to ensure their customers get the most value from their telecom investments.

Despite the investments to keep up with transforming customer preferences, maintaining customer loyalty hasn’t always been easy. In fact, customer loyalty has been on the decline – with McKinsey reporting that 75% of consumers have altered their brand preferences in the last year. As a result of these shifts, CSPs in the telecom industry must work harder than ever at customer retention, which can prove challenging in the saturated cloud provider market.

There are many unique and situational reasons a company might choose to leave their CSP. Knowing common reasons that motivate companies to look for a new provider can help CSPs ensure they are doing everything in their power to retain their customers and deliver services that are most important to them. Outlined below are three reasons businesses might choose to part ways with their providers, as well as tips for how CSPs can avoid obstacles and boost customer retention.

To read the article in its entirety, click here.

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