& AsiaInfo – Business case for telco omni-channel CRM

A single view of the customer makes sense, and we have seen lots of reports on the qualitative benefits of operators implementing an omni-channel CRM solution. But what is the actual business case – the quantitative impact on the bottom line? Recent research, carried out by independent consultants Northstream, actually quantifies the OPEX impact to Western European operators of integrating Next Generation CRM.

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