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The Decision Factor offers insightful comments and observations on analytics—from views on new technology approaches and market dynamics to the latest industry trends driving demand for faster, smarter information analysis. This blog contains personal views, thoughts, and opinions from SAP employees, mentors, and friends working in the area of analytics. It’s not endorsed by SAP nor does it constitute an official communication of SAP.

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3 Reasons Why Exceptional User Support Is Key to Success with Mobile

smiling woman talks on mobile phone

As anyone who works with technology knows, the best solutions—even when designed and implemented perfectly—are prone to face challenges at some point. Mobile technology, by its nature, is bound to fail or be misunderstood by some of its users (like any other technology). And when this happens, the longevity of a mobile solution relies on a solid support infrastructure that is consistent and predictable.

First and foremost, we need to bring a mobile mindset when developing and executing our support strategy. Regardless of the size or the scope of the mobile engagement, a mobile mindset should apply …

Can Advanced Analytics Help a Telecom Business Reduce Customer Churn?

customer service representative using headset

If you’re a telecommunications (Telecom) service provider, customer churn isn’t new to you. It’s a plague that you’ve been dealing with for decades and it can never be completely brought to zero either. Customer churn costs you money, so the questions become, ”How much churn are you willing to live with and what strategies can you deploy to keep churn manageable?”

Estimates place the current churn for wireless companies at between 10% to 65% annually. That means, if you‘re at the top end, your entire customer base turns over in less than 18 months!

Of course, one company’s churn …

Hurry Up and Wait with Big Data Analytics? How to Realize the Benefits of Real Time

Hurry Up and Wait with Big Data Analytics? How to Realize the Benefits of Real Time

Big data can help businesses gain new insights at incredibly fast, real-time speeds. However, making an informed decision based on accurate information is only the first step. You have to implement that decision across your organization in order to produce the desired outcomes. But how do you do that?

In order to fully realize the benefits of real time, you need to act in real time and bring both analytics and transactions to work at the same speeds. If one is running at light speeds while the other is running batch jobs, you won’t realize the full potential of your …