Impact & Expertise

Technology, Media & Telecommunications Publications

  • The Customer Value Challenge: Managing the Commercial Investments of Telecoms in Europe

  • Guillaume Charlin, Mikaël Journo, Olivier Tardy
  • February 2009
  • Despite a dramatic decrease in growth, mobile operators in Europe continue to increase their spending on customer investments. In order to break this cycle, operators need to focus on retaining their existing customers rather than generating volume. They need a systematic way of analyzing and understanding customer value creation, and a new customer orientation that shapes their decisions, investments, and products. Rather than create a new organization, they need a culture that puts the customer at the center of everything they do.
  • Read more on bcg.perspectives

Other Publications

  • Changing Engines in Midflight: The 2012 TMT Value Creators Report
  • MORE
  • The Future of Telecommunications
  • MORE
All Technology, Media & Telecommunications Publications
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