The Impact of Customer Centricity on Telecom Profitability

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Convergence is altering the telecom landscape. New technologies, new market entrants, and customers who want "more, better, faster, cheaper" are pushing those changes at near break-neck speed. Success today depends on understanding your customers and delivering communications, products, and services that best meet their needs while increasing their value.

In this 1to1 Media webinar on-demand, industry thought leaders Don Peppers, founding partner, Peppers & Rogers Group, and Owen Sonnenschein, telecommunications industry expert, Infor CRM Epiphany, discuss the need for telecoms to define customer groups based on needs, value, and behavior in order to improve retention, cross-sell, and upsell. They also explain how to use customer insight to deliver a consistent customer experience and build strong customer trust.

Attendees of this on-demand webinar will learn how to:

• Define the "real" customer in multi-user accounts, and how best to target each user.


• Integrate independent customer information systems and key customer IDs.


• Develop a change-management plan to support customer-focused process optimization.


• Create targeted, relevant messaging that profitably improves up/cross-sell and retention.


• Deliver consistent messaging and experiences across channels, including social media.

Find out how your company can gain and retain a competitive advantage at every point in the customer lifecycle.