Beyond Transactions: Creating Value Through Customer Partnerships In Telecommunications

Download Now Date Added: Sep 2009
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While battling the global recession, the telecoms sector has registered some positive results. According to Gartner, a market research firm, global shipments of smartphones will increase by 27% to 177m units in 2009. There has been a corresponding rise in the sales of data services. Yet the industry is not recession-proof. IDC, another research firm, predicts that global handset sales will decline by 13% in 2009, as consumers become more reluctant to replace them during difficult economic times. Mobile-phone penetration is at an all-time high. But the pool of new customers in developed countries is shrinking. Commoditization has been an ongoing problem for telecoms firms. Despite the proliferation of products, the distinctions among brands continue to erode as customers base purchasing decisions on price alone.