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Although highly competitive, the wholesale market is inherently more interdependent and collaborative than retail markets. Relationships between players are complex and multidimensional, which demands maturity, understanding, and flexibility.


  • The importance of “softer” skills was addressed by speakers at the Capacity Europe conference, reinforcing conclusions from Ovum’s Wholesale Customer Survey 2015. Wholesalers must take action to adapt their cultures to manage, appraise, and develop their relationships with the variety of customers and partners they do business with.

Features and Benefits

  • Assesses how the wholesale market is characterized by complex interrelationships and identifies how that has increased the need for softer human relationship skills.
  • Highlights how in the fast-moving telecoms environment, cultural change is needed to maintain relationships with an increasing variety of customers and partners.

Key questions answered

  • Why are softer skills growing in importance in wholesale telecoms?
  • How are the changes required in organizations no less revolutionary than those taking place in network infrastructure?

Table of contents

Ovum view

  • Summary
  • Wholesale market is characterized by complex interrelationships
  • Growing demand for softer skills within wholesale
  • Take action to nurture the human side of wholesale


  • Further reading
  • Author

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