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RESEARCH FOCUS
- CUSTOMER CARE IN TELECOMS
Introduction
This Research Focus topic is
primarily concerned with customer care within the telecom industry. However, other organisations which have a significant investment in
telecom services and infrastructure will also find this topic useful, especially if they are considering improving their existing services or infrastructure.
Parts of this topic are also useful for other organisations striving for improved customer care.
The provision of good
customer care is essential to ensure retention of existing customers. Good
customer care and supporting services will also help to increase market
share, whilst sustaining stakeholder value. This Research Focus topic looks
at some of the essential elements relating to retaining existing customers
and gaining new ones, within the modern, deregulated telecom industry.
The deregulated
telecom industry is becoming more competitive. Whilst there are new markets emerging, such as
the provision of internet related services, and improved data transmission, the core business provides a finite market share for organisations.
New telcos are providing the new services, as well as encroaching on the core businesses, by introducing more competitive services. Existing telecom suppliers are also attempting to increase their market share in both of these areas.
Additional information is also
available on this Research Focus topic, these areas include:
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