The rules of the game in the telecommunications industry have changed. Strategic joint efforts by operators focused on consolidating and converging fixed and data product lines have created challenges and opportunities on a global and regional scale. Product bundling trends are impacting customer retention and growth strategies, as well as customer acquisition efforts.
To succeed in this new landscape, telecommunications companies must focus on and invest in understanding and responding to the different needs and value of their customers segments. Using customer insight, operators can then create strategies and value propositions around different customer segments, and develop and deploy capabilities to maximize growth and reduce cost-of-sales and cost-to-serve.
The Telecommunications Value Chain
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