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29 Aug 2013  |  Europe

Technology and Human Capital: Future Directions for Customer Service

Future Directions for Customer Service

All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different custome...

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26 Aug 2013  |  Europe

Finding and Retaining Profitable Customers: Insights from the Telecommunications Industry

Finding and Retaining Profitable Customers

Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash). Innovation needs to be institutionalised in...

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22 Jul 2013  |  Europe

Ensuring Seamless M2M Services

 

 

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