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Introduction

This report on Vodafone is one in a series that analyzes how some of the world's largest operators are improving the quality of the customer experience for the MNC segment.

Highlights

  • Operators need to be vigilant, as astute MNCs demand commercially driven solutions and service-level agreements based on metrics for customer experience (CE), performance, and continuous improvements plans.

Features and Benefits

  • Assesses the strategies that Vodafone Global Enterprise uses for account and services management, including the link between sales and services.
  • Identifies the service-level agreements that drive Vodafone Global Enterprise’s efforts to improve the experience for its MNC customers.

Key questions answered

  • What is Vodafone Global Enterprise's strategy for supporting its MNC customers?
  • How does Vodafone Global Enterprise structure its account and service management functions across the customer lifecycle?

Table of contents

Summary

  • Catalyst
  • Ovum view

Vodafone Group Enterprise

  • Commercial highlights

Strategy for improving customer experience for multinational customers

  • The customer journey framework drives a customer-centric approach
  • Customer requirements
  • Group Enterprise Operations – CE investment areas

Account management for MNCs

  • Account support structure

Service and support management

  • Service centers
  • Service management blueprint
  • Investments in service
  • Customer portal

CE key performance metrics for MNC

  • Service-level agreements are determined by business impact
  • Service KPIs

Appendix

  • Methodology
  • Further reading
  • Author

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