Customer Focus in Telecom
Customer centricity as commercial discipline, not slogan — appraising initiatives for viability, segmenting on customers’ terms and partnering across the ecosystem.
Format
Classroom · Virtual
Upcoming sessions
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Every telecom operator claims to be customer-centric; few can say which of their customer initiatives create value, for whom, and at what risk. This interactive programme, built on case studies and best-practice examples, gives managers the tools to answer that — appraising customer-centric initiatives for customer value, commercial viability, risk and competitive sustainability, and using customer focus to improve overall organisational efficiency. It traces how telecom and digital media trends reshape customer expectations and behaviour across lifecycles, links value, satisfaction and loyalty drivers to strategic positioning, and applies advanced segmentation on customers’ terms. The cohort works through designing customer-centric solutions segment by segment, and creating value with third parties — including competitors and OTT providers.
What you will do
Who attends
- CRM, CEM and customer management teams
- Network operations leads
- Product design and management professionals
- Pricing specialists
- Customer communications teams
Programme agenda
Built for the decisions no textbook prepares you for
I.The case for customer centricity
- Appraising initiatives: value, viability, risk, sustainability
- Redefining markets and customers to increase value
- Customer focus as a driver of organisational efficiency
II.Trends and behaviour
- Telecom and digital media trends and customer expectations
- Consequences for service provider positioning
- Customer behaviour across lifecycles and decision-making
III.From segmentation to solutions
- Linking value, satisfaction and loyalty drivers to strategy
- Advanced segmentation on customers’ terms
- Customer-centric solutions by segment, built for ROI
IV.The wider ecosystem
- Creating value with third parties, competitors and OTT providers
- The strategic role of telecoms in customer-centric delivery
- Communicating complex ideas to different audiences
- Global communications trends and best practice applied
Frequently asked
What does the Customer Focus in Telecom programme teach?
It gives managers the tools to appraise customer-centric initiatives for customer value, commercial viability, risk and competitive sustainability. Participants trace telecom and digital media trends into customer expectations, apply advanced segmentation on customers’ terms, design customer-centric solutions segment by segment, and create value with third parties — including competitors and OTT providers.
How is the programme taught?
It is an interactive programme built on case studies and best-practice examples. The cohort applies the tools directly — appraising initiatives critically and working through customer-centric solutions for each segment, built for ROI.
Who should attend this customer centricity training?
CRM, CEM and customer management teams, network operations leads, product design and management professionals, pricing specialists and customer communications teams. It also equips participants to argue the strategic case for customer centricity at senior level.
Is the programme available in French or in-house?
Yes. BIZENIUS delivers the programme in English and French, and an in-house edition can be tailored to your operator’s segments and customer initiatives. Sessions run on a rolling calendar with dates confirmed on request, and fees and quotations are provided on enquiry.
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Take the brochure with you.
One request — the full agenda, the faculty and the next cohort dates, sent personally by the admissions team.