Covid-19: How Telcos Can Reset Their Customer Strategy | Bain & Company: The trick to all of this is finding the balance between personalization and scalability. Leading telcos design products and customer-service plans that are tailored to each group and can be viably scaled across the customer base.
3. Redesign decision-making processes to prioritize the impact on customers
Truly reorganizing the business around customers and their needs requires rewiring the organization and its decision making. That’s a complex undertaking with dozens of steps telco executives could take. It might seem even more daunting to attempt this amid an all-consuming pandemic and economic crisis.
3. Redesign decision-making processes to prioritize the impact on customers
Truly reorganizing the business around customers and their needs requires rewiring the organization and its decision making. That’s a complex undertaking with dozens of steps telco executives could take. It might seem even more daunting to attempt this amid an all-consuming pandemic and economic crisis.