The telco growth engine hiding in plain sight: Your customer base

Published on February 6, 2026

Telcos know their base matters, but few are fully capitalizing on it. Part 3 of our 4-part Global Telecom Study 2026 series breaks down what drives base value – from customer segmentation to ARPU acceleration – across 35 markets and 18,000 consumers.

Most telco operators focus disproportionately on customer acquisition. But the bigger commercial opportunity lies in the customers they already have, and operators who actively manage their existing base have a measurable customer lifetime value (CLTV) advantage.  

Within the IBRO framework (inflow, base and renewal, and outflow), the base management approach comes down to three questions:

  • Who are the focus segments in our base?
  • How do we keep customers happy and engaged?
  • How do we leverage those insights to drive…

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