Information & Communication Technologies


Finding and Retaining Profitable Customers: Insights from the Telecommunications Industry

Finding and Retaining Profitable Customers
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Published: 26 Aug 2013

Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash). Innovation needs to be institutionalised in the telecom service provider's DNA, and has to be centered on the customer, taking into account the importance of social media. An important piece of the puzzle of retaining profitable customers lies in the implementation of social customer service.

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