Customer value based retention for a large telecom operator

| Point of View

The client has asked Capgemini Consulting to help conceive a value based retention programme to be able to retain the mobile phone customers.

This client is one of the three main telecom companies in Belgium with over 2.4 million households in its customer database. Its main services are digital and cable television, ADSL and fixed line and mobile telephone. At the time of the assignment, the client had been active in the mobile telephone market since sixteen months and the mobile internet market since thirteen months.