IT & TELECOMMUNICATIONS
Products in the information and telecommunications industry continue to be prime factors in economic globalization. Particularly the current debate over cloud computing shows just how much IT and telecommunications have converged. IT solutions are now an indispensable part of telecommunications offerings in both the B2B and B2C segments, making them a key competitive factor for telecommunications companies.
Yet telecommunications companies remain poorly prepared for these challenges: the latest product innovations are being driven more by the IT industry than by established telecommunications providers. The new possibilities offered by Long Term Evolution (LTE) will open up brand new dimensions to the aspect of mobility. Furthermore, what companies need to do is integrate customers more strongly into the product development processes (by means of crowd sourcing and crowd-driven innovations) and manage customer interactions in an integrated manner across all systems – not least in social networks.
KEYLENS has spent many years working in successful partnerships with IT and telecommunications companies on aligning and realigning their business concepts to shifting market requirements.
Some of the aspects our consultancy focuses on:
- Corporate positioning and business portfolio development
- Product portfolio management
- Developing content and value added services
- Social media marketing and crowd sourcing solutions
- Customer lifecycle management in the context of continuous relationships
SELECTED KEYLENS PROJECT EXAMPLES
IT service provider
IT SERVICE PROVIDER
Issue:
Key account management and segment-specific sales strategy
Objective:
Establishing a sustainable and practicable system of key account management and deriving a sales strategy for a new market segment to be developed
Results:
- We adopted a structured approach to record and map the optimization potential in key account management in the context of customer needs and internal requirements
- Developed a pragmatic, overarching key account management concept, incl. implementation plan
- Supported numerous accounts in implementing the concept
- Formulated a sales strategy for a new market segment to be developed and provided coaching during its implementation
KEYLENS success levers:
Substantial methodological expertise in key account management, and personal and intensive involvement of those responsible for the operational business right from the start ("turning victims of change into owners of change")
Telecommunications company
TELECOMMUNICATIONS COMPANY
Issue:
Reducing customer churn
Objective:
Conducting a systematic analysis of customer satisfaction and deriving actions for customer retention
Results:
- We systematically analyzed the satisfaction of the company's own customers and that of competitors' customers along the entire customer process
- Supplemented the market research findings with targeted analyses of existing customer data
- Identified, prioritized, and coordinated areas for action, and calculated potential
- Formulated and coordinated a detailed implementation plan, incl. specific activities, tasks, roles, timings, and budgets
KEYLENS success levers:
Specific approach that pools external and internal expertise and incorporates quickly realizable solutions without the need to tie up considerable amounts of the company's own resources
