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Customer Segmentation Analysis Aligns a Telecom Company’s Growth Strategy with Customers’ Needs

The client, a global leader in the European telecom industry for more than a decade, wanted to segment its large enterprise customers and develop strategies to meet their changing digital communication-based needs. With Infiniti’s customer segmentation analysis, the company boosted enterprises sales by 20% and maintained its leadership in the fast-evolving telecom market.

Customer Segmentation Analysis for a Telecom Company

Business Challenges Faced:

As revenue continued declining in some of the core services, the client started losing ground to its competitors. To win back the market share, the client launched a new growth plan. However, the new growth strategy did not help the client in addressing the complex issues eroding the company’s growth. This was because the client lacked a unified view of its customers’ issues and products to keep pace with their growing digital communication needs. As such, they collaborated with Infiniti Research to leverage their expertise in offering customer segmentation analysis. By leveraging Infiniti’s customer segmentation solution, the client also wanted to:

  • Segment a large customer base into a more manageable group
  • Alter marketing focus and strategy to meet the needs of the different segments
  • Enhance distribution strategies
  • Create targeted strategies that capture customers’ attention

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The Approach:

As a part of the customer segmentation analysis, the experts at Infiniti Research helped the client to segment its large customer base into different groups. This helped the client to design a tailored growth strategy for different groups. Infiniti’s customer segmentation analysis also involved developing a process for outsourcing the sales and delivery of new communication services. This further helped the client to deliver services on time and enhance the customer experience.

Infiniti’s customer segmentation analysis also involved working closely with the client to reverse declining revenues and enhance profitability. In addition to this, our experts recommended the client to launch specific networking services for its customers.

Business Outcome:

Infiniti’s customer segmentation analysis helped the client to achieve a revenue goal for its enterprise business. Also, based on the recommendation of the experts, the client established an account planning process to maximize sales opportunities. Besides, with market segmentation analysis, the client was able to align sales, delivery, products, and pricing to increase sales of services for each customer segment.

In the first year alone, the telecom company exceeded its growth target by 11% and grew its networked services business by 17%. In addition to this, with Infiniti’s customer segmentation analysis, the client improved account planning for its customers boosted company sales by an additional 30%.

Besides, by leveraging Infiniti’s customer segmentation analysis, the client was able to:

  • Acquire new customers and retain valuable ones with responsive and cost-effective call center support and different pricing strategies based on customer segments
  • Upgrade services to provide customers with superior service
  • Focus sales around targeted customers and align sales, delivery, service, and products around services growth

Want to know more about our COVID-19 business continuity support solutions? Request more info here.

telecom sector

A Telecom Industry Client Developed Innovative Business Models and Seized Profitable Opportunities With Market Intelligence Engagement

Telecom Sector Overview

Although the telecom sector has become essential to the daily lives of the world’s consumers and businesses, the industry remains stuck in a low-growth mode. Inability to scale internal digitization initiatives, failure to prioritize workforce planning, inefficacy to combat the growing CapEx burden, and failure to adapt to changing regulatory frameworks are some of the major risks faced by companies in the telecom sector. To succeed in the long-run, companies in the telecom sector will need to identify potential market risks and realign business models.

Are you embracing the right opportunities and focussing on the right risks? If not, our market intelligence experts can help you to analyze profitable business opportunities, market risks, and competitors’ strategies. Request a FREE proposal today!

Business Challenge

The client is a telecom company based out of the United States.

Despite the potential revenue uplift from 5G and internet of things (IoT), the company witnessed a huge decline in their market share and faced tough competition from other major players in the US. The client realized that unless they put customers at the front and center of their strategies, they’ll struggle to succeed. Therefore, the client needed to identify market risks, analyze competitors’ initiatives, and make actionable business decisions. To do so, they approached the experts at Infiniti Research to leverage their expertise in offering market intelligence solution.

Other major challenges that the client encountered include:

Telecom sector challenge #1: Ineffective digital growth and diversification strategy

Although digital services were one of the top priorities for the client, they faced difficulties in generating growth from these services. The client, therefore, wanted to analyze how their competitors leveraged digital services, maximized their addressable market by developing innovative business models, and seized profitable market opportunities.

Telecom sector challenge #2: Underestimating changing imperatives in privacy, security and trust

Owing to GDPR or General Data Protection Regulations, consumers’ concerns about the use of their online data are continuing to increase. The client, therefore, needed to ensure that their customers’ data and experiences are safe and secure. Therefore, they wanted to identify all the compliance risks in the US telecom sector.

Telecom sector challenge #3: Inability to combat the growing CapEx burden

Leading telecom operators across the world are facing a new wave of network investment, ranging from 5G and low-power wide-area networks to gigabit fiber. Despite this, the returns on this CapEx remain uncertain. By thoroughly analyzing the US telecom sector, the client wanted to make the right choices around infrastructure switch-off, spin-off, and sharing.

Today’s telecommunication companies are at the forefront of rapid innovations in the field of fintech, mobile payments, location-based data services, and more. Want to identify the business opportunities that these innovations will open up in the US telecom sector? Contact us today to leverage our market intelligence solution.

Our Approach

The experts at Infiniti Research followed a three-phased approach that involved:

Technology assessment to identify the next technological breakthrough and identify the cost-effective technologies leveraged by the client’s key competitors. The experts also analyzed the digital technologies gaining popularity in the US telecom sector.

Risk management solution to identify financial, compliance, strategic, and operational risks in the US telecom sector.

Market opportunity assessment to analyze the market changes and industry developments in the US telecom sector.

Results Obtained

By gathering comprehensive insights into the US telecom sector, the client was able to develop innovative business models and seize opportunities for inorganic growth, service innovation, and diversification through M&A and strategic alliances. Also, they were able to keep up with regulatory requirements and ensure the safety of consumers’ data. In addition, by identifying workforce challenges, they were able to prioritize workforce planning and build employee engagement.

By identifying profitable opportunities in the US telecom industry, they were able to make the right choices around infrastructure switch-off, spin-off, and sharing. Furthermore, the company developed actionable risk management strategies to tackle rising market risks.

The company was able to better compete in the market, in terms of capabilities, prices, and service offerings. Within eight months of leveraging our market intelligence engagement, they were able to enhance market share by 37%.

Want to know more about our services for companies in the telecommunications industry? Request for more info here!

Trend analysis

Infiniti’s Trend Analysis Engagement Helped a Telecom Service Provider Implement a Flexible Plan to Predict Future Business Projections

The telecom industry is witnessing a positive growth and will continue to grow further in the future. The wave of changes relating to smart cities, IoT, and 5G connectivity are creating new and better opportunities for companies operating in the telecom industry as well as other related market segments. The challenge here lies in identifying telecommunications industry trends and capitalizing on opportunities to stay relevant in the future.

Are you wondering how companies in the telecom industry can adapt themselves to the requirements of the new age? Our experts believe that telecom service providers can continue to achieve high growth through trend analysis engagement. Request a FREE brochure to gain more insights into our services portfolio.

Business Challenge

The client is a multinational telecommunication service provider based out of Ireland. Owing to the intense telecom market competition, the client was looking at partnering with a market research firm like Infiniti Research to leverage our expertise in offering market trend analysis solution. The client wanted to analyze new growth opportunities in 2019, by performing an analysis of past and current market behaviors.

Other challenges faced by the client were:

  • The client was facing predicaments in gathering relevant data relating to telecommunications industry trends and adopting the latest technology. Due to this, they were lagging when compared to their peers.
  • The saturation of revenues for voice services along with the developments in mobile communication in the past decade necessitated the client to develop robust broadband services while tackling the challenges of cost and traffic. With this, the client realized the need to understand the trends in the telecommunication industry to achieve sustainable growth by focusing on developing trending services rather than traditional services.
  • Struggling with decreasing revenues, the client was forced to make tough business decisions. With Infiniti’s trend analysis solution, they needed to be flexible enough to quickly adapt to the market changes.

Solutions Offered and Value Delivered

The market trend analysis engagement followed these phases:

  • The initial phase of the trend analysis engagement involved the process of comparing the client’s current market behavior and dominant patterns of the market over time to identify consistent results.
  • The next phase of the engagement involved conducting a detailed assessment of target customer behavior to develop the best possible strategy for communicating with customers.
  • The third phase of the trend analysis engagement involved analyzing competitor weaknesses to help the client differentiate themselves by offering products and services to fill gaps that their competitors have not addressed.
  • In the final phase, by monitoring the client’s business performance over an extended period, our experts were successful in gathering useful information on market trends. This data was then used to refine their business decisions and strategies.

With insights gained from trend analysis engagement, the experts in Infiniti Research developed a strategy to respond to the rapid changes in the market in line with the client’s business goals. With Infiniti’s trend analysis engagement, the client also gained in-depth insights into the telecommunications market scenario, consumer preferences, and the macroeconomic environment of the company. Market trend analysis turned out to be a strategic solution for understanding the market maturity and gauging the future market potential along with the client’s overall market position.

By leveraging Infiniti’s trend analysis solution, the client was able to cut down costs and implement a flexible resource ramp-up or ramp-down plan based on future business projections. Infiniti’s trend analysis engagement also helped the client to identify key business areas where they were underperforming and areas where their business was performing well. With this, they were able to leverage effective strategies and achieve business success. The solutions also provided sufficient evidence to make well-informed business decisions.

CaptureWith Infiniti’s trend analysis engagement, the client was able to quickly adapt to the market changes and improve their profit margins by 13%, which subsequently resulted in £7 million potential annual savings.

For staying competitive in the market, businesses must make crucial decisions, possess in-depth knowledge of market trends, and key developments. Our trend analysis engagement can help you achieve these business goals. Request a FREE proposal to know how.

Importance of Trend Analysis

Market trend analysis helps businesses understand how well their business has performed and predict where current business operations and practices will take the company in the near future. If done well, a trend analysis solution will help companies develop ideas about how they can mitigate challenges and develop strategies to move their business in the right direction. With insights gained from trend analysis engagement, companies can make well-informed decisions around their long-term business strategies. By evaluating the financial performance trends, companies can determine whether they are managing their investments wisely.

Telecommunications Industry Trends


Established in 2003, Infiniti Research is a leading market intelligence solutions provider, specializing in offering smart solutions to address your business challenges. With 15+ years of expertise, Infiniti Research has been instrumental in presenting a complete range of competitive intelligence, strategy, and research services for over 550 businesses across the globe.

Infiniti’s trend analysis solutions have helped many companies not only identify the market changes but to stay ahead of them. Also, Infiniti’s market trend analysis engagement has helped firms stay abreast of market changes and fluctuations and adapt to them quickly.

Trend analysis engagement can help you develop better strategies and gain a competitive edge in the market. Wondering where to start? Our experts can help. CONTACT US today!

Market Size Analysis Helps a Leading Business Telephone Systems Manufacturer to Derive the Size and Growth of their Product Segments

New technologies like the Internet of Things (IoT), virtual reality (VR), augmented reality (AR), and microservices necessitate that business telephone systems manufacturers realign their business strategies and restructure themselves. Click To Tweet

Globally, business telephone systems manufacturers are facing huge challenges. On one hand, there is a shortage of growth in systems, particularly in mature countries. Developing markets are also seeing decreasing growth rates and lower voice average revenue per user. On the other hand, mobile data is the new frontier, but while volumes of applications and data are exploding, revenues are not. Business telephone systems manufacturers are also facing pressures to make upgrades to their infrastructure and increase focus on providing systems that can offer high quality, reliable, and affordable service. As a result, telephone systems manufacturers must implement several operational and technical innovations to meet customer expectations.

Business IssuesRequest Proposal

  • The client: A global telephone systems manufacturer

The client – a leading telephone company based out of the United States. The telephone systems manufacturer wanted to assess market opportunities for its products in three countries, which involved sizing and forecasting the fixed-line broadband market and the specific markets for its products. Additionally, the client was facing complexities in segmentation, technology, end-use application, and customer type besides data availability issues.

Market Size Analysis Benefits for Telephone Systems Manufacturers?

Market size analysis helps business telephone systems manufacturers to find new market niches, add values to their data, operate more efficiently, and minimize risks across geographies.  Market size analysis is also a key component of any strategic marketing planning. Information on the size of the target market allows businesses to evaluate opportunities and accurately plan their approach and investments.

Summary of our market size analysis solution

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Client Journey

The market size analysis experts at Infiniti Research customized a comprehensive research method, which delivered valuable insights on technological advancements, market requirements, geographical target regions, and future enhancement possibilities. Additionally, the experts also compiled information across a wide array of exclusive sources to help the business telephone systems manufacturer derive the size and growth of the relevant product segments.

The Solution Benefits and the Business Impact

With the help of Infiniti’s market size analysis engagement, the business telephone systems manufacturer thoroughly comprehended the environmental factors involved, including politics, regulations, technology, economics, demographics, social factors, and behavioral factors. Knowledge of these factors led to the modeling of households’ affordability levels, telecom carriers’ investment capability, and statistical analysis of key macroeconomic variables to provide a base set of figures on the potential market size.

Furthermore, the client devised a combined top-down and bottom-up approach with a statistical extrapolation method to derive Get More Infothe installed base, and a judgmental bootstrapping method to derive the size and growth of the relevant product segments.

Business Telephone Systems Future

Manufacturers are working toward offering cloud-hosted business telephone systems to businesses of all sizes, in all industries. This helps businesses satisfy customers and clients better, improve communications, and save significantly on telephone system costs at the same time.

A must-read case study for strategy experts and decision makers looking to develop a deeper understanding of the global business telephone systems market

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Market Assessment Study for A Leading Communication Devices Manufacturer Helps Estimate the Average Selling Price for Devices by Value Chain

The performance of today’s wireless communication devices is fundamentally constrained by the limited battery life of the devices, whose operations are frequently disrupted due to the need for manual battery replacements or recharging. Additionally, the combination of wireless energy and information transmissions also raises many new research problems and implementation issues that have to be addressed.

Limited device battery life has always been a key consideration in the design of modern mobile wireless technologies. Frequent battery replacement or recharging is often costly due to a large number of wireless communications devices in use, and even unfeasible in many critical applications, e.g., sensors embedded in structures and implanted medical devices. On the other hand, an efficient combination of wireless energy and information transmissions requires the availability of accurate knowledge of the channel state information at the transmitter. However, this is often difficult to achieve in practice.

Business Issues

  • The client: Communication devices manufacturer

To better assess the market landscape of the global telecom industry, the client – a leading communication devices manufacturer, based out of Finland, approached Infiniti to engage in a market assessment study. The scope of this engagement was to help the client understand the market landscape of the communication devices in terms of sales units and revenues, average selling prices, and the market share.

How Can Market Assessment Help Companies in the Telecom Industry?

Market assessment engagement helps firms identify how they should reach their potential consumers and appeal to their needs effectively. Additionally, a robust market assessment engagement reveals to a company or a business what it must change to meet the market’s needs more profitably.

Summary of our Market Assessment Solution

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Client Journey

Infiniti’s industry experts carried out a market assessment study comprising of interviews and discussions with group purchase officers, buyers, purchase organizations, vendor managers, channel partners, end-users, and members of regulatory bodies to help the client gain an in-depth understanding of the communication devices market’s landscape.

The Solution Benefits and the Business Impact

With the help of Infiniti’s market assessment engagement, the communication devices manufacturer estimated the average selling price for the devices by value chain. Additionally, the client identified key decision makers who are involved in the purchase of devices. The client was also able to evaluate the total sales units and market shares and assess the key purchase drivers of their customers.

The Future

In the near future, the communications devices we use will have to become more efficient, affordable for more people, easier to use, and more self-aware. Moreover, our increasing personal and societal dependence on these objects means that we can’t have them running out of batteries at a crucial time and getting lost on us in any way. Additionally, these gadgets must also be affordable and user-friendly. However, there is no shortage of thoughts being put to all of these challenges, and here we take a look at communications advances that are both far out and coming soon.

A must-read case study for strategy specialists and decision makers looking to develop an understanding of the global telecom industry

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IPTV Service

Market Analysis for a Leading IPTV Service Provider

IPTV service refers to a TV service that is delivered via the internet over an IP-based network. The IPTV ecosystem includes the operators, middleware providers, set-top box vendors, and others. It makes use of a broadband internet connection to transmit TV signal; thereby, enabling efficient data transmission when compared with traditional broadcasting technologies. The increased penetration of Internet-based services is a key growth driver of the global IPTV service market. Other factors fueling the growth of IPTV service market include better internet infrastructure and video streaming services in developed economies.

The IPTV market is mainly driven by technology, with leading players offering high-end services to consumers like HD and ultra-HD IPTV. However, poor infrastructure and slow replacement are major challenges for IPTV service providers, making it difficult for them to penetrate in developing regions.

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The Business Challenge

The client– A leading IPTV service provider

Objective– To identify and assess the market needs more profitably. Also, implement the right strategies to reach potential customers.

The client, a leading IPTV service provider, wanted to devise strategies to reach the potential customers and appeal to their needs.The client wanted to leverage the use of Infiniti’s market analysis solution to better understand their penetration levels in the market space. The client also wanted a detailed report of the entry barriers, new opportunities, risks, and competition in the IPTV service market space.

Results– Devised effective strategies to evaluate current market trends and drive profitability. Also, identified future growth areas for the IPTV service provider by drawing conclusions on customer preferences and market opportunities.

IPTV Service

The market analysis experts at Infiniti carried out extensive research comprising of interviews and discussions with leading stakeholders across the IPTV service market space to help the client improve business efficiency. The experts at Infiniti further compiled information from a wide array of secondary sources such as paid industry databases, company presentations, and industry forums to help the client understand the competitive scenario.

Request a FREE proposal to know how our solutions will help you tackle market challenges.

The Solution and the Business Impact:

Implementing a market analysis engagement helped the client identify and target potential customers based on demographics. This engagement also helped the IPTV service provider avoid significant losses, which could have otherwise affected their overall market share. The market analysis solution offered enabled the client to modify and renovated their existing products and services to give them a competitive edge. Moreover, this helped them in identifying a scalable approach to discover new market opportunities and assess market trends.

The Future:

The global telecommunication industry is undergoing a dramatic transformation. The emergence of internet protocol has brought about new encoding and transport mechanisms in the video streaming sector. Moreover, the ever-changing regulatory landscape, new technologies and delivery models, and the promise of ubiquitous broadband access have sparked new business opportunities among firms operating in the telecommunications industry. Therefore, those who carefully anticipate, access such opportunities, and address them proactively will be better positioned to succeed in this sophisticated market space.

Key trends in the IPTV service market:

Wireless IPTV service: With the growing preference for wireless services, IPTV service providers are now focusing on offering services that differentiate them from their competitors in the market. This service is characterized by ultra HD videos based on the Wi-Fi connection between an Internet modem and an Internet protocol television (IPTV) set-top box.

Growing focus on HD and UHD IPTV service: Transition to HD has been one of the most important media technology. IPTV service providers are increasingly focusing on offering HD and UHD IPTV service.

Cloud-based IPTV service: Cloud computing is the new infrastructure environment that delivers on the promise of supporting on-demand services flexibly by scheduling bandwidth, storage and compute resources.

Partnerships and acquisitions: IPTV service market is experiencing an increase in mergers and acquisitions. 

CONTACT US to learn more about our services and their importance for your business.

Telecommunication Industry Client Develops Personalized Brand Experiences with The Help of Marketing Strategy Solution

Marketing Strategy Telecommunications IndustryLONDON: Infiniti Research, a global market intelligence solutions provider, has announced the completion of their latest marketing strategy solution for a renowned telecommunications industry client. The telecommunication industry creates a set-up that allows data to be sent anywhere in the world. Factors such as frequent innovations and increasing competition are posing challenges that hinder the growth of the telecommunications industry.

“Marketing strategy helps companies to increase their focus on identifying and analyzing the primary market and the secondary market and evaluate competition. Additionally, the marketing strategy solutions offered by Infiniti Research help firms address the customer requirements and devise new strategies to market the offerings,” says an expert at Infiniti Research.

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The marketing strategy solutions offered helped the telecommunication industry client to improve their marketing campaigns and provide their customers with personalized brand experiences. The client also gained actionable insights into the unique selling points in order to fix a right price for the products and services offered.


Additional benefits of the marketing strategy solution

  • Develop a robust marketing campaign that resonates with the target audience
  • Gained insights into ways to position the product in the marketplace and generate a better return on the investments


To know more about how our marketing strategy solutions helped the telecommunication industry client

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Financial risk analysis

What’s in Store for the Telecom Industry in 2018?

Telecom Industry trends

Telephone booths were quite a common sight in the 90s’ and the early 2000s’ right? But how often do we see or use a pay phone today? The cause of this radical change is the rise in the accessibility of telephone connections and mobile phones over the past couple of years. The telecom industry trends and developments in recent times have turned tables for the way we access and consume technology. Today, if someone were to ask you the five things you wouldn’t leave your home without, undoubtedly your mobile phone would be one of them. This establishes the fact that the services offered by the telecom industry companies have become an integral part of our lives.

2017 witnessed the advent of   2several telecom industry trends such as IoT and increased adoption of wireless technology, which had been being rolled out by companies in this sector. However, data security and network threats continue to be a significant concern for telecom industry players. Wonder what new telecom industry trends this new year would bring for you?

Continue reading as we explore what reforms we can expect in the telecommunications sector in 2018:

competitive pricing

The Key to Successful Reinvention of Telecom Services

Though the consumption of mobile data has boomed, telecom companies have been going through a tough time over the last few years. However, significant technological advancements in telecom services such as the use of artificial intelligence, data analytics, and other equipment have re-written the telecom industry’s winning formula. With these latest technologies in place, telecom companies are capable of achieving break-through cost-savings and capital investments by simultaneously maintaining and even increasing their scale. However, to capitalize on these opportunities, companies providing telecom services must realize the importance of these technologies in streamlining business processes and take calculative decisions on investing in them. Let us take a closer look at how providers of telecom services can successfully reinvent their business strategies :IR_Brochure

Managing networks with next-gen technologies

Embracing leading-edge technology helps telecom companies to meet the flourishing demand. One of the most fundamental steps towards next-generation technologies is the shift to small cell networks. The main issue with mobile networks that consisted of expansive cells was that it was difficult for operators to resolve problems pertaining only to a small area within a cell.The introduction of smaller cell networks has helped them to mitigate this problem. And additionally, helped telecom services providers to upgrade networks at lesser costs.

Smarter capital spending through analytics

With the help of advanced analytics, mobile operators can determine which capital investments in their network would gain them the most value. The customer usage patterns and other useful customer data derived from advanced analytics can help companies providing telecom services to tailor their offerings to suit the customers’ needs. Analytical data can also help businesses to avoid unnecessary losses by ‘putting all the eggs in one basket.’

Machine learning to improve efficiency

As a matter of fact, machines are slowly replacing human labor in various industries. Machines have the capability of reducing errors and carry inbuilt analytics capabilities. As far as telecom operators are concerned, they can incorporate machine learning into their operations to predict the network usage based on real-time data and meet unforeseen demands in network capacity.  Machine learning can be used to adjust wireless networks automatically based on demand fluctuations.

Digitization for customer support

Several telecom companies are looking forward to setting up sophisticated systems to predict and track the problems of their customers and also give them the resources to solve problems themselves. Resolving customer problems with the help of automated systems or even facilitating interaction with employees through digital medium helps to fix customer problems faster. With the help of digitization, telecom operators can transform their business functions and customer experience into a faster, easier, and cost-effective one.

Predictive analytics for marketing and sales

Using predictive analytics tools that are enriched with customer data, telecom services providers can use better tactics to pitch products and services to the customers. Predictive analytics extracts relevant data from the database to figure out the right strategies for marketing the right products to the customer. Furthermore, telecom industry players can use predictive analysis to increase sales from the existing customers as well.

To know more about the trends, challenges, and opportunities facing telecom services providersAsk an analyst

How can Competitive Positioning Benefit Telecommunication Strategies?

The market scenario in the telecommunications sector is quite turbulent owing to the emergence of various disruptive technologies, changing customer demands, and increasing competition. In this highly tempestuous situation, telecom operators are left with no option but to explore new competitive positioning strategies that would help them gain the upper hand in the market.  As far as the customers of the telecommunications industry are concerned, due to the vast options available, they are unable to decide on the features and offers that are best suited for them. Therefore, telecom providers must devise an effective competitive positioning strategy to survive in the long run. Let us explore the step-by-step approach that telecommunication companies can follow to gain a competitive advantage in the market:IR_Brochure

Step 1: Specify market boundaries

Firstly, telecom operators must build a position map and specify the boundaries of the market in which they operate to protect their revenue market share. This step helps players in the telecommunications space to evaluate where they stand in the market with respect to their competitors. Furthermore, it also allows them to identify their unique propositions that would help build a competitive positioning in the market. Effective competitive positioning would help companies to penetrate into difficult markets and garner more customer attention.

Step 2: Convert customer experience into value

After identifying benefits and plans that appeal the most to customers, operators in the telecom industry can further decide on how to improve them and create differentiators. Today, the question of how the customer experience is mapped is more critical than customer satisfaction with a service for telecom operators. Customer mapping is a great source to gain information on which products will reap the most value and for which services are customers willing to pay. Companies can further use this information to build competitor strategies and effective competitive positioning strategies.

Step 3: Product mapping across customer segments

The primary revenue streams for telecommunication companies are shifting from voice and value-added services (VAS) to data services. To secure the target market, it is imperative for telecom providers to address the quick changes in the customer demand. Depending on the changing trends, players in the telecom industry can offer new products and verticals to the target customer segments. Timely identification of the changing customer demands will also benefit the companies by giving them the first mover advantage in the market.

Step 4: Deliver value across all channels

With price lines becoming steeper, providing a unified experience across all distribution channels is required for competitive positioning in the telecom industry. A large number of alternative players in the market are putting customers in the position to demand more from companies, such as a seamless experience shift from one channel to another. Therefore, telecommunication companies are now required to have adequate insights about customers’ experience across all channels to create value across the entire supply chain.

Step 5: Identify untapped segments

Identifying and working on the segments that have potential but have not yet been explored by competitors will give telecom companies the early bird advantage. An excellent competitive positioning strategy would help providers to identify those unexplored segments that have high revenue and growth prospects.

Step 6: Hold the mindshare

Customer insights and industry analytics play a key role in maintaining the market share but also creates larger mindshare by addressing the market needs quicker than the competitors. A thorough analysis of the customers’ expectations, behavior, and profile coupled with mapping their current experience helps companies to maintain their position and also prepares the ground for new heights in the future.

To know more about the how competitive positioning can benefit telecom companiesAsk an analyst

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