Date post: | 18-Nov-2014 |
Category: |
Marketing |
Upload: | chhavi-narayan |
View: | 67 times |
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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