Operators need to take a new approach to customer relationship management, whereby all customer interactions are performed in the context of the customer’s end-to-end experience.
Sustaining the brand promise has never been more important in maturing markets, where customers have a greater choice of devices, services and applications than ever before and are
consequently more discerning in their selection of mobile service providers. A comprehensive and transformative approach to customer experience management can unlock value across operator networks and product offerings, and positively transform customer relationships.
Telecom operators globally are soon to benefit from the most comprehensive operations- and business support systems (OSS/BSS) portfolio on the market, alongside a strong interconnection solutions portfolio, following confirmation today, January 12, that regulatory approvals have been ratified in the acquisition of US-based firm Telcordia.
Operators must get a grip on user value, measuring it and assuring that quality is delivered all the way. This requires a stepped, pragmatic approach - a framework of activities.