Service design en CRM voor een optimale customer experience in telecom

Role

Strategy & CRM consultant.

Situation

Telfort, that was rebranded O2 throughout a short period, was – just like any other mobile telco – an absence of customer loyalty due to the high subsidies granted on the devices coming with a subscription. Reason to embrace a CRM strategy.

Achievements

A fully integrated end-to-end business process

In order to provide customers with a consistent brand experience throughout the entire pre- and post-purchase customer journey, I designed an integrated business process ensuring all departments working flawlessly together. From Procurement, Product Engineering, Marketing, Sales all the way to Customer Services.

Results

  • An integrated cross-departmental business process ensuring customer satisfaction and positive business results.

Competencies

  • Marketing strategy
  • CRM
  • Strategic consulting
  • Service design/Business Process Redesign
  • Change management

Operating territory

The Netherlands

Period

2004