1. Creating “Differentiation” in an
overcrowded Telecom market place
through “Customer Centricity”

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 circles
vCustomer Confidential

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 Capability
vCustomer Confidential

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 Partner
vCustomer Confidential

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 Customer
vCustomer Confidential

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 Networking
vCustomer Confidential

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 opportunities
vCustomer Confidential

8. Thank You
vCustomer Confidential