SlideShare a Scribd company logo
1 of 13
Customer 
is king , 
Not 
technology!
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 about 
Key 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? 
Customer 
focused 
Leadership 
EMPOWER 
Front 
line 
Understan 
ding 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
Customer centric for telecom industry

More Related Content

Viewers also liked

Digital Dialog Insights 2017 - Customer Centricity
Digital Dialog Insights 2017 - Customer CentricityDigital Dialog Insights 2017 - Customer Centricity
Digital Dialog Insights 2017 - Customer CentricityJürgen Seitz
 
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Graeme McVie
 
Live Webinar: Insights2020 Readout | Driving Growth Through Customer Centricity
Live Webinar: Insights2020 Readout | Driving Growth Through Customer CentricityLive Webinar: Insights2020 Readout | Driving Growth Through Customer Centricity
Live Webinar: Insights2020 Readout | Driving Growth Through Customer CentricityLinkedIn
 
Customer centricity across the digital landscape: Models and best in class ex...
Customer centricity across the digital landscape: Models and best in class ex...Customer centricity across the digital landscape: Models and best in class ex...
Customer centricity across the digital landscape: Models and best in class ex...YVON MOYSAN
 
Customer centricity: still in its infancy?
Customer centricity: still in its infancy?Customer centricity: still in its infancy?
Customer centricity: still in its infancy?InSites on Stage
 
So you want to be customer centric?
So you want to be customer centric?So you want to be customer centric?
So you want to be customer centric?Alain Thys
 
Customer centricity
Customer centricityCustomer centricity
Customer centricityAkash Amal
 
From customer hostility to customer centricity
From customer hostility to customer centricityFrom customer hostility to customer centricity
From customer hostility to customer centricityHelge Tennø
 
Predictive Analytics in Telecommunication
Predictive Analytics in TelecommunicationPredictive Analytics in Telecommunication
Predictive Analytics in TelecommunicationRising Media Ltd.
 
Customer centric in a digital world
Customer centric in a digital worldCustomer centric in a digital world
Customer centric in a digital worldSteven Van Belleghem
 

Viewers also liked (12)

Creating a Strong Consumer Experience: 6 Keys to Retail Success
Creating a Strong Consumer Experience: 6 Keys to Retail SuccessCreating a Strong Consumer Experience: 6 Keys to Retail Success
Creating a Strong Consumer Experience: 6 Keys to Retail Success
 
Digital Dialog Insights 2017 - Customer Centricity
Digital Dialog Insights 2017 - Customer CentricityDigital Dialog Insights 2017 - Customer Centricity
Digital Dialog Insights 2017 - Customer Centricity
 
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...
 
Live Webinar: Insights2020 Readout | Driving Growth Through Customer Centricity
Live Webinar: Insights2020 Readout | Driving Growth Through Customer CentricityLive Webinar: Insights2020 Readout | Driving Growth Through Customer Centricity
Live Webinar: Insights2020 Readout | Driving Growth Through Customer Centricity
 
Customer centricity across the digital landscape: Models and best in class ex...
Customer centricity across the digital landscape: Models and best in class ex...Customer centricity across the digital landscape: Models and best in class ex...
Customer centricity across the digital landscape: Models and best in class ex...
 
Customer centricity: still in its infancy?
Customer centricity: still in its infancy?Customer centricity: still in its infancy?
Customer centricity: still in its infancy?
 
So you want to be customer centric?
So you want to be customer centric?So you want to be customer centric?
So you want to be customer centric?
 
Customer centricity
Customer centricityCustomer centricity
Customer centricity
 
From customer hostility to customer centricity
From customer hostility to customer centricityFrom customer hostility to customer centricity
From customer hostility to customer centricity
 
Customer Centricity
Customer CentricityCustomer Centricity
Customer Centricity
 
Predictive Analytics in Telecommunication
Predictive Analytics in TelecommunicationPredictive Analytics in Telecommunication
Predictive Analytics in Telecommunication
 
Customer centric in a digital world
Customer centric in a digital worldCustomer centric in a digital world
Customer centric in a digital world
 

Similar to Customer centric for telecom industry

Telcos Strategic Positioning in the new world: The revolution will be Digital...
Telcos Strategic Positioning in the new world: The revolution will be Digital...Telcos Strategic Positioning in the new world: The revolution will be Digital...
Telcos Strategic Positioning in the new world: The revolution will be Digital...Rob Van Den Dam
 
WWT: Customer Experience Presentation from Cisco Live 2017
WWT: Customer Experience Presentation from Cisco Live 2017WWT: Customer Experience Presentation from Cisco Live 2017
WWT: Customer Experience Presentation from Cisco Live 2017World Wide Technology
 
Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010Ness Technologies
 
Mergenthaler mkt305 1104a-10 ph1 ip
Mergenthaler mkt305 1104a-10 ph1 ipMergenthaler mkt305 1104a-10 ph1 ip
Mergenthaler mkt305 1104a-10 ph1 ipSabrina Mergenthaler
 
Data is King
Data is King Data is King
Data is King Teradata
 
The Top 7 Trends Revolutionising IT
The Top 7 Trends Revolutionising IT The Top 7 Trends Revolutionising IT
The Top 7 Trends Revolutionising IT hSo
 
Future of Cloud 2022 - Grow and Be Green
Future of Cloud 2022 - Grow and Be GreenFuture of Cloud 2022 - Grow and Be Green
Future of Cloud 2022 - Grow and Be GreenVishal Sharma
 
John D Morris Resume With Cover Company Direct
John D Morris Resume With Cover   Company DirectJohn D Morris Resume With Cover   Company Direct
John D Morris Resume With Cover Company Directjohn101261
 
Disruptive Technologies: Impact on Strategic Alliances, Partnerships & Channels
Disruptive Technologies: Impact on Strategic Alliances, Partnerships & ChannelsDisruptive Technologies: Impact on Strategic Alliances, Partnerships & Channels
Disruptive Technologies: Impact on Strategic Alliances, Partnerships & ChannelsPhil Hogg
 
Cloud Managed Mobility
Cloud Managed MobilityCloud Managed Mobility
Cloud Managed MobilityCoranet Corp
 
Dissertation Presentation
Dissertation PresentationDissertation Presentation
Dissertation Presentationfidashugo
 
VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...
VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...
VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...VMworld
 
Telenor M2 M Forum Milan April09 V02
Telenor M2 M Forum Milan April09 V02Telenor M2 M Forum Milan April09 V02
Telenor M2 M Forum Milan April09 V02GoWireless
 
2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper
2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper
2 24800 2012_north_american_cloud_contact_center_solutions_whitepaperNguyen Hoang
 
Verizon communications inc.
Verizon communications inc.Verizon communications inc.
Verizon communications inc.Haroon Adil
 
Rick Glew Portfolio 0501613
Rick Glew Portfolio 0501613Rick Glew Portfolio 0501613
Rick Glew Portfolio 0501613Rick Glew
 
Telcos in the M-ICT Era
Telcos in the M-ICT EraTelcos in the M-ICT Era
Telcos in the M-ICT EraAMETIC
 

Similar to Customer centric for telecom industry (20)

Telcos Strategic Positioning in the new world: The revolution will be Digital...
Telcos Strategic Positioning in the new world: The revolution will be Digital...Telcos Strategic Positioning in the new world: The revolution will be Digital...
Telcos Strategic Positioning in the new world: The revolution will be Digital...
 
WWT: Customer Experience Presentation from Cisco Live 2017
WWT: Customer Experience Presentation from Cisco Live 2017WWT: Customer Experience Presentation from Cisco Live 2017
WWT: Customer Experience Presentation from Cisco Live 2017
 
Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010Boston Cloud Dinner/Discussion November 2010
Boston Cloud Dinner/Discussion November 2010
 
Mergenthaler mkt305 1104a-10 ph1 ip
Mergenthaler mkt305 1104a-10 ph1 ipMergenthaler mkt305 1104a-10 ph1 ip
Mergenthaler mkt305 1104a-10 ph1 ip
 
Data is King
Data is King Data is King
Data is King
 
The Top 7 Trends Revolutionising IT
The Top 7 Trends Revolutionising IT The Top 7 Trends Revolutionising IT
The Top 7 Trends Revolutionising IT
 
Future of Cloud 2022 - Grow and Be Green
Future of Cloud 2022 - Grow and Be GreenFuture of Cloud 2022 - Grow and Be Green
Future of Cloud 2022 - Grow and Be Green
 
Clusters in a Digitalised World
Clusters in a Digitalised WorldClusters in a Digitalised World
Clusters in a Digitalised World
 
John D Morris Resume With Cover Company Direct
John D Morris Resume With Cover   Company DirectJohn D Morris Resume With Cover   Company Direct
John D Morris Resume With Cover Company Direct
 
Disruptive Technologies: Impact on Strategic Alliances, Partnerships & Channels
Disruptive Technologies: Impact on Strategic Alliances, Partnerships & ChannelsDisruptive Technologies: Impact on Strategic Alliances, Partnerships & Channels
Disruptive Technologies: Impact on Strategic Alliances, Partnerships & Channels
 
Cloud Managed Mobility
Cloud Managed MobilityCloud Managed Mobility
Cloud Managed Mobility
 
Dissertation Presentation
Dissertation PresentationDissertation Presentation
Dissertation Presentation
 
VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...
VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...
VMworld 2013: Operations Transformation – Expanding the Value of Cloud Comput...
 
Telenor M2 M Forum Milan April09 V02
Telenor M2 M Forum Milan April09 V02Telenor M2 M Forum Milan April09 V02
Telenor M2 M Forum Milan April09 V02
 
2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper
2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper
2 24800 2012_north_american_cloud_contact_center_solutions_whitepaper
 
Caricam
Caricam Caricam
Caricam
 
Verizon communications inc.
Verizon communications inc.Verizon communications inc.
Verizon communications inc.
 
Group5
Group5Group5
Group5
 
Rick Glew Portfolio 0501613
Rick Glew Portfolio 0501613Rick Glew Portfolio 0501613
Rick Glew Portfolio 0501613
 
Telcos in the M-ICT Era
Telcos in the M-ICT EraTelcos in the M-ICT Era
Telcos in the M-ICT Era
 

Recently uploaded

What is Digital Marketing? Advantages and Disadvantages
What is Digital Marketing? Advantages and DisadvantagesWhat is Digital Marketing? Advantages and Disadvantages
What is Digital Marketing? Advantages and Disadvantagesnewshariqueraza2
 
The ClearVoice Approach to Content Audits
The ClearVoice Approach to Content AuditsThe ClearVoice Approach to Content Audits
The ClearVoice Approach to Content AuditsClearVoice
 
Decentralized Physical Infrastructure (DePIN) Explained.pdf
Decentralized Physical Infrastructure (DePIN) Explained.pdfDecentralized Physical Infrastructure (DePIN) Explained.pdf
Decentralized Physical Infrastructure (DePIN) Explained.pdfnehapardhi711
 
DSOM Dehradun-Mastering-Off & on Page-SEO
DSOM Dehradun-Mastering-Off & on Page-SEODSOM Dehradun-Mastering-Off & on Page-SEO
DSOM Dehradun-Mastering-Off & on Page-SEOsafarnamapahadi
 
SAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdf
SAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdfSAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdf
SAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdfJaveed khawaja
 
Jesse Saez: A Journey of Dedication and Success in the Automotive Industry
Jesse Saez: A Journey of Dedication and Success in the Automotive IndustryJesse Saez: A Journey of Dedication and Success in the Automotive Industry
Jesse Saez: A Journey of Dedication and Success in the Automotive Industryjesse Saez
 
Japanese Sauna Hat Trends - Totonoete Inc.
Japanese Sauna Hat Trends - Totonoete Inc.Japanese Sauna Hat Trends - Totonoete Inc.
Japanese Sauna Hat Trends - Totonoete Inc.SejuTakayama
 
The Impact of Technological Advancements on Elastic Webbing Production in Chi...
The Impact of Technological Advancements on Elastic Webbing Production in Chi...The Impact of Technological Advancements on Elastic Webbing Production in Chi...
The Impact of Technological Advancements on Elastic Webbing Production in Chi...Stk-Interlining
 
Taking The Guesswork Out of Your Lead Generation Campaign
Taking The Guesswork Out of Your Lead Generation CampaignTaking The Guesswork Out of Your Lead Generation Campaign
Taking The Guesswork Out of Your Lead Generation CampaignMartal Group
 
All Over Conclusion Digital Marketing / Digital Marketing Benefits
All Over Conclusion Digital Marketing / Digital Marketing BenefitsAll Over Conclusion Digital Marketing / Digital Marketing Benefits
All Over Conclusion Digital Marketing / Digital Marketing Benefitsshiekhalam2015019199
 
Mastering Topical Authority for SEO Success
Mastering Topical Authority for SEO SuccessMastering Topical Authority for SEO Success
Mastering Topical Authority for SEO SuccessJomer Gregorio
 
Awesome Free Global Opportunity Online Mining Crypto Currency On Your Mobile...
Awesome Free Global  Opportunity Online Mining Crypto Currency On Your Mobile...Awesome Free Global  Opportunity Online Mining Crypto Currency On Your Mobile...
Awesome Free Global Opportunity Online Mining Crypto Currency On Your Mobile...faugserv
 
Social Media Paid Ads Performance Report.pdf
Social Media Paid Ads Performance Report.pdfSocial Media Paid Ads Performance Report.pdf
Social Media Paid Ads Performance Report.pdfReportGarden
 
TikTok: The Cultural Revolution in 10 minutes!
TikTok: The Cultural Revolution in 10 minutes! TikTok: The Cultural Revolution in 10 minutes!
TikTok: The Cultural Revolution in 10 minutes! Tasos Veliadis
 
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdfEastern Online-iSURVEY
 
How to Track, Measure & Communicate SEO Results
How to Track, Measure & Communicate SEO ResultsHow to Track, Measure & Communicate SEO Results
How to Track, Measure & Communicate SEO ResultsMunene Kelvin
 
How Your Platform Can Achieve a 90% Demo-to-Customer CVR
How Your Platform Can Achieve a 90% Demo-to-Customer CVRHow Your Platform Can Achieve a 90% Demo-to-Customer CVR
How Your Platform Can Achieve a 90% Demo-to-Customer CVRAnton Shulke
 
Content Segmentation for Organic Visibility
Content Segmentation for Organic VisibilityContent Segmentation for Organic Visibility
Content Segmentation for Organic VisibilityTony Robert
 
Ash By Ash Benson Rebrand Creative Direction
Ash By Ash Benson Rebrand Creative DirectionAsh By Ash Benson Rebrand Creative Direction
Ash By Ash Benson Rebrand Creative DirectionMark Milutin
 
The Wealth of a Homeonwers association is analogous to the wealth of a Nation
The Wealth of a Homeonwers association is analogous to the wealth of a NationThe Wealth of a Homeonwers association is analogous to the wealth of a Nation
The Wealth of a Homeonwers association is analogous to the wealth of a NationJoseph Lewis Aguirre
 

Recently uploaded (20)

What is Digital Marketing? Advantages and Disadvantages
What is Digital Marketing? Advantages and DisadvantagesWhat is Digital Marketing? Advantages and Disadvantages
What is Digital Marketing? Advantages and Disadvantages
 
The ClearVoice Approach to Content Audits
The ClearVoice Approach to Content AuditsThe ClearVoice Approach to Content Audits
The ClearVoice Approach to Content Audits
 
Decentralized Physical Infrastructure (DePIN) Explained.pdf
Decentralized Physical Infrastructure (DePIN) Explained.pdfDecentralized Physical Infrastructure (DePIN) Explained.pdf
Decentralized Physical Infrastructure (DePIN) Explained.pdf
 
DSOM Dehradun-Mastering-Off & on Page-SEO
DSOM Dehradun-Mastering-Off & on Page-SEODSOM Dehradun-Mastering-Off & on Page-SEO
DSOM Dehradun-Mastering-Off & on Page-SEO
 
SAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdf
SAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdfSAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdf
SAUDI ARABIA MARKET OVERVIEW-PARTICLE BOARD.docx.pdf
 
Jesse Saez: A Journey of Dedication and Success in the Automotive Industry
Jesse Saez: A Journey of Dedication and Success in the Automotive IndustryJesse Saez: A Journey of Dedication and Success in the Automotive Industry
Jesse Saez: A Journey of Dedication and Success in the Automotive Industry
 
Japanese Sauna Hat Trends - Totonoete Inc.
Japanese Sauna Hat Trends - Totonoete Inc.Japanese Sauna Hat Trends - Totonoete Inc.
Japanese Sauna Hat Trends - Totonoete Inc.
 
The Impact of Technological Advancements on Elastic Webbing Production in Chi...
The Impact of Technological Advancements on Elastic Webbing Production in Chi...The Impact of Technological Advancements on Elastic Webbing Production in Chi...
The Impact of Technological Advancements on Elastic Webbing Production in Chi...
 
Taking The Guesswork Out of Your Lead Generation Campaign
Taking The Guesswork Out of Your Lead Generation CampaignTaking The Guesswork Out of Your Lead Generation Campaign
Taking The Guesswork Out of Your Lead Generation Campaign
 
All Over Conclusion Digital Marketing / Digital Marketing Benefits
All Over Conclusion Digital Marketing / Digital Marketing BenefitsAll Over Conclusion Digital Marketing / Digital Marketing Benefits
All Over Conclusion Digital Marketing / Digital Marketing Benefits
 
Mastering Topical Authority for SEO Success
Mastering Topical Authority for SEO SuccessMastering Topical Authority for SEO Success
Mastering Topical Authority for SEO Success
 
Awesome Free Global Opportunity Online Mining Crypto Currency On Your Mobile...
Awesome Free Global  Opportunity Online Mining Crypto Currency On Your Mobile...Awesome Free Global  Opportunity Online Mining Crypto Currency On Your Mobile...
Awesome Free Global Opportunity Online Mining Crypto Currency On Your Mobile...
 
Social Media Paid Ads Performance Report.pdf
Social Media Paid Ads Performance Report.pdfSocial Media Paid Ads Performance Report.pdf
Social Media Paid Ads Performance Report.pdf
 
TikTok: The Cultural Revolution in 10 minutes!
TikTok: The Cultural Revolution in 10 minutes! TikTok: The Cultural Revolution in 10 minutes!
TikTok: The Cultural Revolution in 10 minutes!
 
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
 
How to Track, Measure & Communicate SEO Results
How to Track, Measure & Communicate SEO ResultsHow to Track, Measure & Communicate SEO Results
How to Track, Measure & Communicate SEO Results
 
How Your Platform Can Achieve a 90% Demo-to-Customer CVR
How Your Platform Can Achieve a 90% Demo-to-Customer CVRHow Your Platform Can Achieve a 90% Demo-to-Customer CVR
How Your Platform Can Achieve a 90% Demo-to-Customer CVR
 
Content Segmentation for Organic Visibility
Content Segmentation for Organic VisibilityContent Segmentation for Organic Visibility
Content Segmentation for Organic Visibility
 
Ash By Ash Benson Rebrand Creative Direction
Ash By Ash Benson Rebrand Creative DirectionAsh By Ash Benson Rebrand Creative Direction
Ash By Ash Benson Rebrand Creative Direction
 
The Wealth of a Homeonwers association is analogous to the wealth of a Nation
The Wealth of a Homeonwers association is analogous to the wealth of a NationThe Wealth of a Homeonwers association is analogous to the wealth of a Nation
The Wealth of a Homeonwers association is analogous to the wealth of a Nation
 

Customer centric for telecom industry

  • 1. Customer is king , Not technology!
  • 2. 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
  • 3. Case is all about Key person :- • Sriram (Vice president at wipro technology) • Gerald R Faulhaber (Wharton prof of Business Economy and public policy)
  • 4. 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
  • 5. Customer centric? Customer focused Leadership EMPOWER Front line Understan ding YOU customer Feedback Design Your experience
  • 6.
  • 8. Building a customer centric business
  • 9. Major Trends Changing the World of Telecoms
  • 10. How to measure the success of a customer centric company? Churn rate Customer lifetime value (CLV)
  • 11. Challenges faced by telecom industry:- • Reactive to proactive • Formation of the contents • Collective customer focus • Tackling customer complaints
  • 12. Examples • Nike • Dell • Levis