CariZMa

Relationships. Innovation.

1 2008

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CariZMa

Relationships. Innovation.

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Agenda

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2001

1992
1980
PC

1978

WWW

1998
i-TV
Satellite
phones

2006
i-Pod

1967

Music CD
1973
Digital Tel Switch
Telephone DB

1956

1945
1944

1936
1926

Radar
1920
TV images
Amplifier

Telex
1943
st
1 Computer
Walkie-Talkie
V4

1946

Satellite

Ericofo
Cr.Card n

1951

1st

Mobile Tel

1896

1891
1882
1877

Radio
Motion Pic Projec.

elec. Motor

1876

1843
1829
1826

Minicomputers

1961

1976

phonograp
Telephone h

Fax

Typewriter

1811

photography
printing press

1978: C&W builds and operates a cellular telephone network in Qatar, which it claims to be the world's first

Source: Aronsson's Telecom

History

CariZMa

Relationships. Innovation.

CariZMa

Relationships. Innovation.

CariZMa

Relationships. Innovation.

Agenda

CariZMa

Relationships. Innovation.

Relationships. Innovation.

CariZMa

RISK-AVERSE

ADVENTUROUS

CariZMa

Relationships. Innovation.

CariZMa

Relationships. Innovation.

GOOSE - G is for GOAL

CariZMa

Relationships. Innovation.

Agenda

CariZMa

Relationships. Innovation.

Case Study

CariZMa

Relationships. Innovation.

Case Study

BIM

Strategy

People

Technology

Process

CariZMa

Relationships. Innovation.

Case Study

2007

CariZMa

Relationships. Innovation.

2006

2005

2004

Case Study

XY Training
hrs p/agent/a
15% Churn

2009

2008

Relationships. Innovation.

80% lvl
86%

1&D

U$ 35M p/a

2008

2009

2008

CariZMa

Agenda

CariZMa

Relationships. Innovation.

CariZMa

Relationships. Innovation.

CariZMa

Relationships. Innovation.

The cost of attracting a new customer is 5 times greater than retaining an

existing customer

70% of customers go out of their way to buy products from a company that
has a reputation of proactively contacting its customers

Customers tell twice as many people about negative (product failure/poor

service quality) experiences than about positive experiences

90% of customers make no attempt to tell a company of their dissatisfaction

86% of customers associate toll free numbers with high quality products

The cost of losing a customer is equal to 5 times the annual value of that
customers account

CariZMa

Relationships. Innovation.

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Response Design Corporation, WOW-Basic Key Skills

CariZMa

Relationships. Innovation.

CariZMa

Relationships. Innovation.

Standard
CariZMa

Relationships. Innovation.

Style

Thank you and Good Luck