%���� }�D�Y)��2]��2Y��n���>8�L���0g��tũ7�T�*�cg.q �� ����*�uL�OK��p�5�-���\�I�,�8��DGy�ϽD�}�WK��K�ʻ�G��}�kGRV!փ9��0NG\O�m؛,�"���F �0��4��"��ۜ�HF�"�c The study by Rahman (2012) found that most of the telecom customers … x��}]�-�m�{���� �. 0000003314 00000 n %&'()*456789:CDEFGHIJSTUVWXYZcdefghijstuvwxyz��������������������������������������������������������������������������� �� � } !1AQa"q2���#B��R��$3br� endstream 0000006257 00000 n }K@ q��q��a0���������-.�RU�m��nRU*��H��?��ǟ��O~��_�����?��_�����������Q�����c��{J�#?~�9���߶�?������? Supply Chain Design & 3-DCE ... closer to the final customer Appendix Value … CUSTOMER VALUE MANAGEMENT IN TELECOMS. (�� to maximize customer value, corporate profitability and thus shareholders’ value. 0�ZE⊠9N �� OX����i�Κ~�4����y���ZJ8E��X[��W� ʈn� �%�K`Ě�qi��"~m��߉mD. On the other hand we may understand that the total customer value is the total sum of product value, services value, personnel value and image value… Also contributing to this report was Strategy& partner José Arias. x��][sǕ~w���)���%�bI�YٖW��΃��8 g .������=� fH:NJ0��>���\~y��u�f���z��r�kf����חV����n_�o�e��Vˋ�����I>5����3�we�ds��7VMs;)7-&ڙ��&vZM6�����^;=U��M�b��� �uUM+8x/�m5u�}]���:�B�(;-���e��2���z��~���Շo�yy�&*�������o�$����-� <> Mapping the Telecom Value Chain: ... Sloan School of Management. %���� Modeling Customer Lifetime Value in the Telecom Industry Authors: Petter Flordal Joakim Friberg Supervisors: Peter Berling, Lund University - Faculty of Engineering Martin Englund, Ericsson . uuid:b4592f99-b614-404e-af28-e7ab6b7cc530 0000025182 00000 n 2 0 obj $�5��d���PIYd^�背ց�)=l����%�E����#�]շ��h�����r��:�v�i�E��$��K�{U����'��&ָ��0��ܡ�56�"��؄��`~�m�]!��Zt5�oa�����[��W��P���M�[��} -ip�F� ��B\G�Ch�؂��] �B%z��}�#�7�l�5�*n�b�2[�/ +�u_w8��U�#�������fϵ�U���b��ID���j�������3�v���t���{+1-Q�#�U��rs ���`���к�t�{]~Źǒ~[4v8����� (�� ��*�(�� (�Q@��( ��( (�� e>�*�(��WQE�QE QE4ER�(�ScERQE QE QE QE QE QE QE QE2�EPE� )�Q@Q@Q@Q@S(�S(��} QL�� *;���3>�ÿ���7�f[��luv��O�brvn��V�Ͳ9;/��d5���s��o�y���O��n�C�y�`�.�kq$���n�,o���j��l�e���n'?�۶��8g�� q���A, w�k;uAXt�y��S˅��dXF�iQѰ,�*��ޕ��6�����O4�_Vg6[Lq�& (�� �� C �� � �" �� STAGE 2: CREATE SMART, EMOTIONAL “WOW” OPPORTUNITIES This will require not only a “hassle-free” but also a “wow” customer experience. �~����N�k�O0�w���>i�jJ�ޙO��F�j3�M���� n�uPO��@��E S�6�i�Q@&�4s@4�iy����9��) QE QE�(��@QE QE QO�QE QO�PE>� e>�(�QO��O��O�� (�� (�� (�� (�� (�� )��( �S� S�� eQ@�(�QE QE QE �e>�

Customer Champions has over fifteen years of practical experience in implementing Customer Value Management programmes, and have an international network of associates specialising in linking customers to KPIs in this way. specializes in customer value management, sales, and marketing in the telecommunications industry. 驳��3[C�3M�=�Q�-�ǿM? endobj v=���n���6�X�>����n&X��g|��~�Rq��T�'�?���p���ɹ܈�������4��0[f "���~��������5���hQ��� 8�p0�17 ��_3���5r�4��kt|~. �E�u��ݞ~�!�W�5���&�٢Lsݸ����\>D,2��n�1C?��>�%�e.���-���#� *�5��d�Ám��X��,g7x{�\�џ���r~܋���I*�@����Ej&�2���� !_��o��S��)�Ր#?Ӯާ��j�X�A��uK~���˓�~]7C�a%��;@����W�i�i#fg��ɑ��HMA�C�RV �8brvZ[J��mI��)�,4 �#��8��UX|��2,����&�aj\�y���x�8��W�c�*���$w��/T_7 <>/ExtGState<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/Annots[ 9 0 R] /MediaBox[ 0 0 595.32 841.92] /Contents 4 0 R/Group<>/Tabs/S>> Customer Relationship Management (CRM) is a management approach that seeks to create, develop and enhance relationships with carefully targeted customers in order . 0000020937 00000 n 671 0 obj <> endobj xref 671 25 0000000016 00000 n (�� 4 0 obj <> 0000001825 00000 n endobj <> Strategic Business System Design And Technology Roadmapping 1. <> <>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/Annots[ 16 0 R] /MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Customer Value Management TRAINING COURSE OUTLINE LEARN IMPROVE GROW Overview of Telecom Customer Value Management (CVM) Introduction to CVM Concepts CVA Ratios & Customer Experience Management (CEM) Net Promoter Score (NPS) CVM Data Analytics Overview CVM Practical Implementation Steps

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