Naveen joshua

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Naveen joshua

  1. 1. Creating “Differentiation” in anovercrowded Telecom market place through “Customer Centricity”
  2. 2. Telecommunication Industry: Growth & Trends – Today India is adding more than seven million subscribers every month and with current pace it’s expected to grow from 250 million to 500 million by 2010 500 500 400 – With the entry of new operators 100% Growth and expansion of operations by 300 the operators into new circles, 250 200 the market for telecom products is growing everyday 100 0 2008 2010 – Three major trends: 2008 2010 • More acceptance for wireless services • Mergers • New circlesvCustomer Confidential
  3. 3. Telecom Industry – Pain Points and Solutions Pains Key Business Requirements Enabling Solutions Low Revenue Per User  Increasing up-sell/cross-sell …. Unified Dashboards opportunities  Providing enhanced …. Integrated Database of High Customer customer service Customer Interactions Churn  Maintaining complete customer profile …Web Self Service Low Customer  Studying and analyzing Satisfaction customer purchase patterns and behavior …Multi-Channel CRM Support  Providing multi-channel No Customer support capabilities …. Automated Empowerment Survey/Feedback CapabilityvCustomer Confidential
  4. 4. Strategic Partnerships Superior Customer Service Unified Dashboards Integrated Automated on All Database of Web Self Multi-Channel Survey/Feedb Customer Customer Service CRM Support ack Capability Performance Interactions Indices Customer Support/BPO PartnervCustomer Confidential
  5. 5. Creating Differentiation How to fight for customer acquisition and retention in the overcrowded market ? Move from product-centric to a customer-centric approach Identify Customer Concerns Provide Multi-Channel Support Focus on Customer Growth Build Customer Loyalty Empower Your CustomervCustomer Confidential
  6. 6. Messaging  With growing volumes, messaging will eventually become free  Value added services through messaging will be offered as a differentiator, while simultaneously offering service providers the opportunity to maximize ad revenue  Some examples of customer centric VAS: o Location services o Mobile shopping o Appointment scheduling o Content rich messages as an alternative to emails o Mobile Social NetworkingvCustomer Confidential
  7. 7. Customer Centricity Key Drivers  Unified database integrated with all channels of Gain Insight into communication Customer Behavior  Ensures all customer interactions are driven by the same Customer Centricity and Preferences set of data Driving  Providing quick resolution to customer queries Increase Customer  Ability to view complete history of customer interactions, Satisfaction and customer transactions and in-depth customer profile by Loyalty call center agents  Driving focused marketing campaigns and recommending Maximize Value the most relevant offers by analyzing customer calling for Each behavior Customer  Using Business Intelligence to improve success rate over time and maximize up-sell and cross-sell opportunitiesvCustomer Confidential
  8. 8. Thank YouvCustomer Confidential

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