customer centric for telecom industry
DESCRIPTION
Based on strategic conceptTRANSCRIPT
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Customer is king ,
Not technolog
y!
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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
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Case is all aboutKey person :-
• Sriram (Vice president at wipro technology)
• Gerald R Faulhaber (Wharton prof of
Business Economy and public policy)
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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
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Customer centric?
EMPOWER
Front line
Customer focused
Leadership
Understanding YOU
customer
Feedback
Design Your
experience
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Before / NOW
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Building a customer centric business
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Major Trends Changing the World of Telecoms
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How to measure the success of a customer centric company?
Churn rate
Customer lifetime value (CLV)
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Challenges faced by telecom industry:-
• Reactive to proactive
• Formation of the contents
• Collective customer focus
• Tackling customer complaints
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Examples
• Nike
• Dell
• Levis
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