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Developing Customer Centricity in the Transforming Telco

Interactive programme is designed for managers who need to develop a thorough understanding of the customer in the wider context of the communications industry.

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Course Overview

Communications service providers need to develop a very deep, multi-dimensional relationship with their current and future customers and understand how the revolution in the wider communications environment is changing customers’ behaviour, value requirements and satisfaction drivers. Organisations that fail to place the customer at the very centre of all their activities will fail to achieve this kind of relationship and will lose ground.

This five-day interactive programme is designed for managers who need to develop a thorough understanding of how to address changing customer requirements profitably in the context of communications industry shifts. It uses case studies and best practice examples throughout and provides tools to help organisations and their partners to assess where, when and how to become more customer-centric, using customer focus as the basis for improving overall organisational efficiency and effectiveness. The programme is made up of modules from five main competency areas, as well as the comprehensive business simulation.

In-Company Only

Duration: 5 Days

PRICE: Contact Us


Why Choose This Course?

Course Benefits

  • Practical exercises that study your own company’s systems and processes.
  • Case studies used by top international business schools
  • Results driven sessions on organisational alignment, accountability, and business plans
  • Hands-on learning and knowledge in strategic planning and thinking, business analysis, and creativity 
  • Industry data by Ovum delivered by experienced facilitators and experts

Who is it for?

  • C-Level & Senior Managers
  • Middle Managers
  • Senior Specialists
  • Team Leaders

Programme Modules

  • Advanced Marketing
  • Changing Customer Requirements
  • CRM & CEM
  • Branding & Marketing Communications
  • Customer Focus & ROMI

Learning Outcomes

Benefits for the Individual

  • Gain industry-wide perspectives & build strategic skill
  • Develop decision-making skills and improve influencing and negotiation ability
  • Analyse trends in the communications industry and evaluate their impact on your organisation
  • Use tactics to achieve corporate objectives and KPIs
  • Assess key risks and develop appropriate responses to these risks.

Benefits for the Organisation

  • Create new revenue streams and profitable partnerships
  • Improve agility, speed to market and technology innovation
  • Enable cultural change and increase employee engagement
  • Develop sustainable competitive advantage in a dynamic business environment
  • Implement customer centric solutions

Programme Details

Module 1

Advanced Marketing

Module 2

Changing Customer Requirements

Module 3


Module 4

Branding & Marketing Communications

Module 5

Customer Focus & ROMI

Customised In-Company Solutions

Expert insight, delivered in a format to suit your needs, to enhance knowledge and drive performance in your team.


We take a consultative approach to learning: our learning & development consultants will work closely with your team to establish your unique business needs and define success measurements.


“The professionalism when working with Telecoms & Tech Academy allowed me to achieve my goals. We thank you for the support throughout the course.”


Eric Jacobson, Learning Solution Manager, MTN Group



We’ll hand pick a leading practitioner to create and deliver a technical or commercially focussed programme, at your location – wherever that may be globally.


We develop specialised online learning programmes using our virtual learning platform so your teams can learn anytime, anywhere – both on-demand or through online live classes.


A mix of online and face-to-face - your business taps into our leading online learning experience and gets valuable face-time with leading practitioners.