Henning Dransfeld and Jennifer Belissent
Telefónica invited us recently to its European Analyst day at the headquarters of O2 in Slough. Jose Luis Gamo Global Solutions CEO Multinationals started off the day with an ambitious outlook on strategy and revenue growth. He highlighted Telefónica plans to deepen customer engagements by addressing their needs for global contract consolidation, as well as demands for M2M solutions, big data & s analytics and cloud services. Telefónica certainly has a lot to offer. But is Telefónica doing enough to position itself well in the evolution to markets driven by customer experience? We believe that there is potential because:
- Telefónica is increasingly competitive in winning global enterprise network contracts.After the global landmark deal with DHL, Telefónica has added more household names most notably in, but not limited to, the automotive sector with global contracts with Renault SA and Volvo. Telefónica, the largest European operator by capitalization, is increasing contract values with existing customers through cross selling activities. Their ability to do so is enabled by a demonstrable focus on the following initiatives: Strengthening professional account management, increased commitment by Telefónica group to the enterprise market, as well as initiatives to improve service management, the technical architecture, customer services and the terms and conditions.