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Mobile Telecommunications
Network
Situation: A major European mobile network provider wants to protect its customer base in the face of diversified and increased competition.
CFI Group’s Approach: Aligned (1) customer experiences with (2) loyalty data and (3) process performance metrics to identify those process improvements that will maximize financial returns.
Results: Based on CFI Group’s analysis, the client:
Developed and launched a
new brand strategy
Restructured and simplified
tariff plans
Implemented a new account management strategy for key business clients
Tied performance compensation to customer satisfaction targets for senior managers
Determined the financial value of improvements in customer satisfaction in terms of reduced customer turnover
Additional Benefits:
Due to CFI Group’s efforts,
the client also:
Focused network improvements on areas identified as having the most leverage in retaining customers
Re-engineered customer service processes based on root cause identification of problems
Redesigned customer invoicing system to simplify statements and improve accuracy
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