Based on strategic concept

1. Customer
is king ,
Not
technology!

2. contents
 Case is all about
 Future for telecom
 Customer centric?
 Before / NOW
 Building a customer centric business
 Major Trends Changing the World of Telecoms
 How to measure the success of a customer centric
company
 Challenges faced by telecom industry
 Examples

3. Case is all about
Key person :-
• Sriram (Vice president at wipro technology)
• Gerald R Faulhaber (Wharton prof of Business
Economy and public policy)

4. Future of telecom
 The rise of cloud services
 More convenient smartphones
 Wireless network infrastructure
 World wide mobile traffic will increase 33 times
 Big data management
 Reshape the telecom consumers

5. Customer centric?
Customer
focused
Leadership
EMPOWER
Front
line
Understan
ding YOU
customer
Feedback
Design
Your
experience

7. Before / NOW

8. Building a customer centric
business

9. Major Trends Changing
the World of Telecoms

10. How to measure the success
of a customer centric
company?
Churn rate
Customer lifetime value (CLV)

11. Challenges faced by
telecom industry:-
• Reactive to proactive
• Formation of the contents
• Collective customer focus
• Tackling customer complaints

12. Examples
• Nike
• Dell
• Levis