Fixed incumbent customer service strategies: Industry Research Report

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Fixed incumbent customer service strategies

Published Date: March 2008

Published By: Ovum Plc

Page Count: 12

Order Code: R464-724

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With incumbent telcos struggling to achieve top-line growth (as their traditional fixed voice revenues decline and revenue growth from mobile and broadband slows), customer service is becoming increasingly important as a differentiator. In this report, we examine the ongoing transition of incumbent telcos from inward-looking technology-focused entities to outward-facing service-oriented companies, and the telcos’ changing opinion on customer service.

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