A major European mobile network provider wants to protect its customer base in the face of diversified and increased competition
A major European mobile network provider wants to protect its customer base in the face of diversified and increased competition
2 PagesMobile Telecommunications Network Case Study SITUATION A major European mobile network provider wants to protect its customer base in the face of diversified and increased competition. APPROACH Aligned (1) customer experiences with (2) loyalty data and (3) process performance metrics to identify those process improvements that will maximize financial returns. CHANGE Focus on customer service and reliability. RESULTS Based on CFI Group’s analysis, the client: Developed and launched a new brand strategy Restructured and simplified tariff plans Implemented a new account management strategy for key business clients Tied performance compensation to customer satisfaction targets for senior managers Determined
