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SUMMARY
Description
Evidence from a wide range of wholesalers demonstrates how far their customer
interaction strategies have developed in the last few years. Here we present a
review of those strategies and a comparison of the companies' automated
interfaces in the form of a series of case studies. As the profile of
wholesale as a valuable source of income has risen up the corporate agenda in
most telco service providers, so have wholesale customer interaction
strategies. Wholesalers have learned from the experience of their retail
colleagues that providing customers with interactive portals and other tools
can increase efficiency and effectiveness, and more importantly, that a
well-designed customer interaction strategy can contribute to improving
customer satisfaction. The importance of attracting, retaining and growing
wholesale customers now means that considerable efforts are being made to
enable them to conduct business with their wholesale suppliers how and when
they want to.
TABLE OF CONTENTS
Executive summary
- In a nutshell
- Key messages
Benefits all round
- Customer perspective
- Benefits to the wholesaler
Evolving approaches to the customer interface
- Increasing interface capabilities
- All for one and one for all
- Highlights of wholesale customer interaction strategies and interfaces
Wholesaler case studies
- Review of wholesalers' customer interaction strategies
- AT&T
- Belgacom
- BT Wholesale
- COLT
- Deutsche Telekom
- Global Crossing
- iBasis
- Interoute
- Openreach
- Telecom New Zealand
- Telstra Wholesale
- Verizon Business
Table of figures
- Figure 1: Increasing interface capabilities
- Figure 2: Trends towards the consolidation of customer interfaces
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