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Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
Convergencia 2011 E Griffa Rev A
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Convergencia 2011 E Griffa Rev A

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Presentation given in Convergencia 2011, Buenos Aires

Presentation given in Convergencia 2011, Buenos Aires

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  • 1. PANEL: Hacia la masificación de los servicios de banda ancha móvil dos dimensiones importantesBy eduardo griffaCU PRincipal &Lead transformation consultant
  • 2. http://www.youtube.com/watch?v=i5AuzQXBsG4
  • 3. Agenda INDUSTRY CHALLENGES HOW MUCH INTEGRATED IS YOUR FACTORY ? HOW IS IT REALLY LIKE TO BE YOUR CUSTOMER ? CONCLUSSIONSPublic | © Ericsson AB 2011 | 2011-01-25 | Page 3
  • 4. Cost efficiency is not the onlychallengeWhat are the key drivers What does businessof satisfaction of my innovation mean? What are mycustomers ? customers’ pain points ? Where do you Is the network a prioritize differentiator ? business innovation? How to use the technology as an enabler of cost How efficient are my reduction in business operations ? How do I processes ? benchmark ?Do I need to invest to save ? Do I have to reduce Costs first and then increase the revenues ? Driving down cost is important - Do I have to Optimize or do but far from enough I have to develop (enable) new things ?Public | © Ericsson AB 2011 | 2011-01-25 | Page 4
  • 5. Two important dimensions High Level of integration of "factory" Med. Low Low Middle High Level of customer centricity of organization and product portfolioPublic | © Ericsson AB 2011 | 2011-01-25 | Page 5
  • 6. Traffic and revenue decoupled… Traffic Revenue & Traffic De-Coupled Revenues Voice Dominant Mobile Broadband Dominant Time Source: Light ReadingPublic | © Ericsson AB 2011 | 2011-01-25 | Page 6
  • 7. adjusting the image… Traffic Cost/GB Time Source: Light ReadingPublic | © Ericsson AB 2011 | 2011-01-25 | Page 7
  • 8. Customer experience in telecomtrailing other industries Indexed customer satisfaction 100 90 84 84 83 83 82 80 79 76 75 75 74 74 74 74 72 71 70 69 64 60 0 Automot. Credit ElectronicsInternet Express Life Super Banks Hotels Utilities Internet Motion Postal Fixed tel. Cable Wireless Airlines Unions search Delivery Insurance markets News Pictures Service service TV tel. service enginesNote: maximum rating is 100Source: ACSI 2009Public | © Ericsson AB 2011 | 2011-01-25 | Page 8
  • 9. SIX KEY drivers of customerexperience CUSTOMER EXPERIENCE RELATIVE SATISFACTION DRIVERS WEIGHT1 It is easy to join us 1 Purchase process › ~50 2 Service installation › Dealing with us is a pleasure 3 Response to an enquiry › ~50 4 Problems (e.g. “I cannot access internet") › 5 Invoice (e.g. “The amount is different than in the › ~70 agreement") Recognition - we value our loyal customers 6 Agreement prolongation (e.g. “I have worse › ~60 contractual terms than new customers")Note: Share of respondents mentioning as top three pain-point or satisfaction driverSource: BCGPublic | © Ericsson AB 2011 | 2011-01-25 | Page 9 Source: BCG
  • 10. Agenda INDUSTRY CHALLENGES HOW MUCH INTEGRATED IS YOUR FACTORY ? HOW IS IT REALLY LIKE TO BE YOUR CUSTOMER ? CONCLUSSIONSPublic | © Ericsson AB 2011 | 2011-01-25 | Page 10
  • 11. What is yourTransformation approach? 1 Front High runners Level of integration of "factory" 2 Selective transformers Med. 3 Integration skeptics Low Low Middle High Level of customer centricity of organization and product portfolioPublic | © Ericsson AB 2011 | 2011-01-25 | Page 11
  • 12. Public | © Ericsson AB 2011 | 2011-01-25 | Page 12

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