Capgemini - Next Generation Customer Service Strategies
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Harnessing the Power of the Internet and Web 2.0 for Delivering Customer Care

Fixed and mobile operators, who continue battling stagnation and high subscriber acquisition costs in developed markets, do not underestimate the importance of customer retention. High-quality customer service is a key element in the battle against customer churn. In fact, customer service is one of the most important factors affecting customer experience; poor delivery on this front is highly likely to lead to churn

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