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Customer centric for telecom industry

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Based on strategic concept

Publicada em: Marketing
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Customer centric for telecom industry

  1. 1. Customer is king , Not technology!
  2. 2. contents  Case is all about  Future for telecom  Customer centric?  Before / NOW  Building a customer centric business  Major Trends Changing the World of Telecoms  How to measure the success of a customer centric company  Challenges faced by telecom industry  Examples
  3. 3. Case is all about Key person :- • Sriram (Vice president at wipro technology) • Gerald R Faulhaber (Wharton prof of Business Economy and public policy)
  4. 4. Future of telecom  The rise of cloud services  More convenient smartphones  Wireless network infrastructure  World wide mobile traffic will increase 33 times  Big data management  Reshape the telecom consumers
  5. 5. Customer centric? Customer focused Leadership EMPOWER Front line Understan ding YOU customer Feedback Design Your experience
  6. 6. Before / NOW
  7. 7. Building a customer centric business
  8. 8. Major Trends Changing the World of Telecoms
  9. 9. How to measure the success of a customer centric company? Churn rate Customer lifetime value (CLV)
  10. 10. Challenges faced by telecom industry:- • Reactive to proactive • Formation of the contents • Collective customer focus • Tackling customer complaints
  11. 11. Examples • Nike • Dell • Levis

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