Customer is king ,

Not technolog

y!

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

Case is all aboutKey person :-

• Sriram (Vice president at wipro technology)

• Gerald R Faulhaber (Wharton prof of

Business Economy and public policy)

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

Customer centric?

EMPOWER

Front line

Customer focused

Leadership

Understanding YOU

customer

Feedback

Design Your

experience

Before / NOW

Building a customer centric business

Major Trends Changing the World of Telecoms

How to measure the success of a customer centric company?

Churn rate

Customer lifetime value (CLV)

Challenges faced by telecom industry:-

• Reactive to proactive

• Formation of the contents

• Collective customer focus

• Tackling customer complaints

Examples

• Nike

• Dell

• Levis