Question

Topic: Customer Behavior

Whitepaper On One Customer Across Any Industry

Posted by vasudev_kamath on 1/2/2013 at 4:09 AM ET 500 Points
Global telecommunications service provider cater to diverse customer sets and industry segments . However today there may be a gap between what we are delivering to the customer Vs. what the customer is delivering to the end user . For e.g. A trading concern using services may be operating only during a specific duration in the day and it is essential for the trader to deliver 100% uptime during this duration to the stockbrokers. However SLAs (Service Level Agreements) with the trading concern may or may not reflect the same .Is there/can someone share a case study/white paper focusing on one customer across any Industry segment e.g. BFSI, Health care , Pharma etc. to provide a map gap analysis in terms of what we are delivering to the customer vis-a-vis what the customer is delivering to its end users highlighting customer strengths/needs/issues that may lead into strategic investments, process changes etc. Thanks & wishing you all a Very Happy, healthy & successful New Year 2013
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RESPONSES

  • Posted by SteveByrneMarketing on 1/2/2013 at 4:53 AM Member
    Regarding "... there MAY BE a gap between what we are delivering to the customer Vs. what the customer is delivering to the end user". This seems like an important piece of information to know with some certainty. I suggest you bypass finding a white paper and hire a proper professional research firm to discover what you need to know. You should be able to justify the budget required to your management team*.

    * Tata Communications Ltd. is a part of the $100.09 billion Tata Companies.
  • Posted by Gary Bloomer on 1/2/2013 at 10:17 AM Accepted
    These might help:

    https://ninedegreesbelowzero.files.wordpress.com/2010/10/capturing-loyalty-...

    https://www.techmahindra.com/Documents/techdownloads/archives/BPM_WP1.pdf

    https://whitepapers.technologyevaluation.com/index/g/24599/gap-analysis.htm...

  • Posted by vasudev_kamath on 1/3/2013 at 7:49 AM Author
    Thanks Gary,

    These were exteremly useful.

    Could you do one more favour, would you assist with a whitepaper/process map on the below

    Challenge: Various customers have different demands to make their IVR solutions live on the systems or make changes/modify. Could you share a whitepaper as to how the downtime can be minimised to a bare minum with a case study at the earliest. E:g if we have a process where the downtime is 48 hrs. do we examples /casestudies where it can be minimal & uptime can be at the earliest.

    Thanks & Regards,
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