Surviving in a Hyper-Competitive High-Tech Market

The telecom market is in transition and constantly has to adapt to changing consumer behaviour and OTT-providers. Connectivity has become a primary basic need and data traffic continues to grow exponentially, also due to the rise of the IOT. The mobile providers are preparing for the arrival of 5G. They are trying to win customer loyalty with quad play and content services. To survive in a displacement market like this, it is vital to pick a distinctive position.

Goals

Higher income

Lower costs

Acquisition, Xsell and

Retention Satisfied Customers (NPS)

Better reputation

As margins are under such intense pressure, it is important to create a healthy balance in the value of a customer and the value that a supplier offers in return. The cornerstone of curbing the costs of performing their task is the efficiency of operations and customer processes. The corporate market will also be more and more geared towards retention of existing customers, whilst new services such as cloud telephony will need to deliver customer loyalty.

Customer developments

  • Connected 24/7
  • Critical and demanding
  • Churn risk in corporate market
  • Sustainability

Developments in the industry

  • Consolidation
  • Focus on corporate market
  • New generation of smartphones
  • Concern about privacy legislation

Challenges

Positioning in concentrated market

Personalisation and omnichannel

Offering distinctive content

In order to be innovative and respond better to individual customer needs, telecom providers can gain great insight and applied knowledge from their customer data. There are strict rules in the industry on how to handle this data, the key question being whether or not these rules serve the interests of the customer. The General Data Protection Regulation offers more scope to use Big Data. Such Big Data is also ideal to use to innovate with new propositions and services.

Propositions - how Cmotions helps

Contact

Do you want to know more about this branche? Please contact one of our specialists in this area:

Ronald Wiekenkamp, Former Partner

+31 33 258 28 30

info@cmotions.nl

Ewout Mantel, Accountmanager

+31 6 29 06 20 07

e.mantel@cmotions.nl

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