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White Paper: Customer Experience in Telecom
Overview
Deregulation, new competitors, and new technology offerings require new strategies for handling relationships with customers.
Today’s communications consumers have more choice, and products have become increasingly complex. Moreover, any single interaction represents sales and losses across multiple products for telecoms. With broadband Internet service provider (ISP) satisfaction showing a decline of 11 percent during the past two years, telecoms should take note of this attitudinal shift, acknowledging the stakes of managing customers’ relationships have never been higher.
The local exchange market opened to competition more than one decade ago, but the effects of deregulation have only recently become evident to consumers. With choice of voice service having proliferated, choice of video, data, and wireless services has followed suit.
This is a must-read white paper for all telecoms because the stakes of managing customers’ relationships have never been higher.
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Customer Experience Blog
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Summit 09 Europe
Posted 2009-11-05 Read Blog
Jason Mittelstaedt,
Chief Marketing Officer
RightNow Technologies
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