CRM in Telecommunications


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Phil Olivieri

Posted 11-Mar-2004 10:15 AM
Does anyone know where I can download any white papers and/or information on the topic of “CRM Implementation for Telecommunications”? I’m specifically interested in implementation best practises relative to data warehouse/data mart, data mining, business intelligence and campaign management applications.


Phil Olivieri


Posted 26-Feb-2005 07:32 AM
Hi Phil

Have just registered as a member. If you’re still looking for this type of information—let me know some specific and am happy to send you the info that I have.


Graham Hill

Posted 28-Feb-2005 12:18 AM

I suggest you contact Steve LaValle at IBM Global Business Consulting in Boston. Steve ran a team of PricewaterhouseCoopers consultants who worked extensively with Sprint in the USA doing exactly what you suggest.

You can get Steve’s eMail address from the ‘About the Authors’ page of the excellent IBM Study, ‘CRM Done Right’ available from

I can personally recommend Steve and his team as being the right stuff from my days in PricewaterhouseCoopers’ EMEA CRM practice.

Graham Hill
Independent CRM Consultant
CRMGuru Customer Value Management Guru

October 9, 2007
CRM in Telecommunications

I would also like to get any information or white papers on the implementation of CRM in Telcos.

I would also like information on CEM in telcos as well.

I am having trouble finding any on this site.

Graham Hill
October 9, 2007
Go to a CRM & CEM Conference


Perhaps the best place to get what you are looking for is to attend a conference on CRM & CEM in Telecoms. For instance, I will be speaking on the topic of ‘Customer 2.0’ at the IIR Mobile CRM & CEM conference in Monaco in December.

As a regular speaker at conferences, I believe they are often one of the best sources of practical information and of course, they provide the perfect opportunity to talk to the people responsible for implementing CRM & CEM at telcos too.

Graham Hill
Independent CRM Consultant
Interim CRM Manager

February 23, 2008
Hi I am currently engaged in


I am currently engaged in an assignment with a Nordic based Telecom Major. It requires me to work on a roadmap & design for an Enterprise Level CRM Initiative with a medium to long term perspective – 5 / 8 years.

One traditional CRM Program is in the operational CRM area involving Order / Change Order Management, Service Provisioning, Billing , Ticket Resolution etc. I am interested to get a deeper & wider understanding on possibilities for Global Enterprise level CRM. This when mapped to the evolution of the industry – technology , consumption trends etc will enable me to do a good job, I feel

ubstantial reading material – research, casestudy , pointers etc in this regard is welcome

Graham – I could not access the IBM link given above & hence could not contact Steve LaValle.

Thanks !

February 29, 2008
CRM in Telecom Company


I was hoping to get some spolid inputs from the Gurus ….


July 13, 2010
Evaluation of CRM in telecoms (BT, Sky , Globacom LTD)

can any body help with informations on CRM BT, sky and Globacom Limited ( will be using?
what CRM technologyies must do they use in attaining customer satisfaction?
what CRM strategies are they using?
which of the company’s are the best in customer satisfaction?
how is CRM successfully implemented with this IT infrastructure?

or document giving general over view of CRM strategies, technology, models use in telecoms industry


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