Capturing a Moving Target
Four steps to effecting target setting and performance tracking in enterprise sales organizations.
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Belgacom Performs a Customer Experience TriageTaking quick action to resuscitate its customer service, the Belgium telecommunications company has seen rapid improvement in its 45 key performance indicators.
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The Essential Element of Customer Service in TelecommunicationsTelecoms are offering a wealth of complex products and services. Now they need a customer support strategy that’s equally advanced: segmentation-based service.
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Local Innovation Spurs Global Growth at EtisalatEtisalat Group CMO Essa AlHaddad discusses the telecom’s approach to customers and how it connects local autonomy with enterprisewide strategy.
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One Constant in the Social RevolutionTelecom convergence means trustability will increase in importance.
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Customer Centricity Starts at the C-LevelIn a changing business environment Xerox Chief Marketing Officer Christa Carone works closely with her C-level colleagues to shed old brand perceptions and partner with customers for long-term strength.
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Why Customer Experience Should Matter to YouT-Mobile’s focus on the customer experience helps gains customers’ trust and loyalty.
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Poised for TransformationTelecommunications companies need to use their own technologies to dial up next-generation customer experience.
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Sprint Nextel’s Service Overhaul Brings a Billion-Dollar BoostThe telecommunications company saved $1 billion in costs while increasing customer satisfaction 47 percent—by improving the customer experience one customer at a time.
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Delivering on the Customer ExperienceConvergence in telecom has created tremendous opportunities for operators to understand how much value each customer brings to the relationship.
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Customer Experience Excellence: Distinguishing the “Strugglers” from the “Succeeders”Research reveals the traits that enable companies to offer a superior customer experience.
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Collaboration Sows the Seeds of Organic GrowthTelecom operators can spur share-of-wallet increases by creating group-level networks that plant best practices across their operating companies.
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Customer Churn Prevention: 3 Best Practices to Retain CustomersCustomer retention is critical for brand success. These strategies to prevent customer churn will help decrease costs, increase profitability, and improve customer loyalty and lifetime value
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The Personal Touch Is Still Essential in the Modern Telecom EraFor Big River Telephone, building a business means building relationships—by mixing new technology with old-fashioned customer service.
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Loyalty Is a Virtue and an AssetUnderstanding and tapping into customer loyalty can lead to significant long-term business benefits. For many companies, however, reaching this goal can be elusive.
