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How do you research and analyze the needs of your telecom customers?

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How do you research and analyze the needs of your telecom customers? This is a crucial question for any telecom professional who wants to provide the best solutions and services to their clients. In this article, you will learn some practical tips and methods to understand your customers' goals, challenges, preferences, and expectations.

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Maksims Pankratovs

Founder & COO at Yesim / Co-Founder at Genesis Group AG
Faraz Shahid

Sr Data Scientist @ Jazz | Driving Innovation in Telecom, Fintech, and Consulting | Leveraging Data for delivering…
Khaled Daher

Railway Installation General Manager @ CAF | Smart cities management lecturer | Smart Mobility Expert

1 Know your customer profile

The first step is to identify who your target customer is and what are their main characteristics. You can use various sources of information, such as market research, industry reports, customer feedback, social media, and your own experience. You should create a customer profile that summarizes their demographics, location, industry, size, budget, and pain points. This will help you to segment your market and tailor your approach.

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Faraz Shahid

Sr Data Scientist @ Jazz | Driving Innovation in Telecom, Fintech, and Consulting | Leveraging Data for delivering impactful Insights
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Using the external data sources like surveys do help to know customers but in developing countries such surveys may not help. For that matter, using the captured data points of the customers needs to be leveraged to know the customer and build their profiles and segments. Here, Data Science and AI has a lot of opportunity to play its role by building models that identify gender, age, usage behavior, potential lifetime value in customer journey and many more use cases.

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Khaled Daher

Railway Installation General Manager @ CAF | Smart cities management lecturer | Smart Mobility Expert
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As first step I should build my approach by knowing my customer well, I can start that by identifying my customer's scope, projects, budget and what they are looking for.

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Fábio Mendes de Pinho

Community Top Voice | Sales Executive | Tecnologia | Telecomunica??es | Transforma??o Digital | Negócios | Inova??o
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Para pesquisar e analisar as necessidades dos clientes de telecomunica??es, é crucial iniciar conhecendo profundamente o perfil do cliente, o que inclui entender suas características demográficas, preferências, comportamentos de uso e necessidades específicas. Isso pode ser alcan?ado por meio de análises de dados de uso, pesquisas de satisfa??o, feedback direto, e acompanhamento de tendências do mercado. Essas informa??es permitem identificar padr?es de consumo, preferências por determinados servi?os, pontos de insatisfa??o e oportunidades de melhoria ou inova??o.

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2 Conduct a needs assessment

The next step is to conduct a needs assessment to find out what your customer wants and needs from a telecom system. You can use different methods, such as surveys, interviews, focus groups, observation, and testing. You should ask open-ended questions that explore their current situation, their desired outcomes, their priorities, their constraints, and their satisfaction level. You should also listen actively and empathize with their problems.

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Fábio Mendes de Pinho

Community Top Voice | Sales Executive | Tecnologia | Telecomunica??es | Transforma??o Digital | Negócios | Inova??o
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Realizar uma avalia??o de necessidades eficaz come?a com a defini??o clara dos objetivos e identifica??o dos stakeholders. O próximo passo é coletar dados através de pesquisas, entrevistas e análise de informa??es existentes para compreender as necessidades, problemas e oportunidades do público-alvo. Após a análise desses dados, identifique as principais lacunas e desenvolva recomenda??es práticas e alinhadas aos objetivos iniciais. Finalmente, apresente os resultados e um plano de a??o aos stakeholders, estabelecendo métricas para avaliar o impacto das iniciativas implementadas. Este processo permite a tomada de decis?es informada e o direcionamento estratégico baseado em necessidades reais.

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Khaled Daher

Railway Installation General Manager @ CAF | Smart cities management lecturer | Smart Mobility Expert
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The next step is to perform a needs customer profile needs by different methods such as interviews, technical workshops and surveys.

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3 Analyze the data and gaps

The third step is to analyze the data you collected from the needs assessment and identify the gaps between your customer's current and desired state. You can use various tools, such as SWOT analysis, gap analysis, root cause analysis, and cost-benefit analysis. You should look for patterns, trends, and insights that reveal your customer's pain points, opportunities, and expectations. You should also compare your customer's needs with your own capabilities and offerings.

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Maksims Pankratovs

Founder & COO at Yesim / Co-Founder at Genesis Group AG
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Never underestimate the power of direct customer feedback. We implemented an ongoing feedback loop where customers can share their experiences. This real-time input has been invaluable, allowing us to quickly adapt and fill service gaps, enhancing user satisfaction and trust.

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Fábio Mendes de Pinho

Community Top Voice | Sales Executive | Tecnologia | Telecomunica??es | Transforma??o Digital | Negócios | Inova??o
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Para analisar dados e identificar lacunas de forma resumida, concentre-se em comparar as informa??es coletadas com os objetivos ou benchmarks desejados. Utilize métodos estatísticos e qualitativos para avaliar padr?es, tendências e discrepancias nos dados. Essa análise ajudará a destacar as diferen?as entre o estado atual e o estado ideal ou esperado, identificando assim as lacunas específicas em desempenho, conhecimento, servi?os ou recursos. Com base nessas descobertas, é possível determinar as áreas que necessitam de interven??o, melhorias ou desenvolvimento adicional, estabelecendo um caminho claro para a??o corretiva ou aprimoramento.

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4 Develop a solution and value proposition

The fourth step is to develop a solution that addresses your customer's needs and provides them with value. You can use different techniques, such as brainstorming, prototyping, testing, and feedback. You should design a solution that is feasible, desirable, and viable for both you and your customer. You should also craft a value proposition that highlights the benefits, features, and advantages of your solution over the alternatives.

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5 Present and communicate your solution

The fifth step is to present and communicate your solution to your customer in a clear and persuasive way. You can use different formats, such as proposals, reports, presentations, demos, and pitches. You should use simple and concise language, visuals, and stories to explain your solution. You should also emphasize how your solution meets your customer's needs, solves their problems, and delivers value.

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Khaled Daher

Railway Installation General Manager @ CAF | Smart cities management lecturer | Smart Mobility Expert
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Communication is the main key with our customer, as an important step to present the solution based on customer needs and pain which they had it before. with solution and many options.

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6 Follow up and evaluate your solution

The final step is to follow up and evaluate your solution after you implement it for your customer. You can use different methods, such as surveys, interviews, feedback, and metrics. You should measure the impact, outcomes, and satisfaction of your solution. You should also identify any issues, challenges, or improvements that need to be addressed. You should also maintain a good relationship with your customer and provide ongoing support and service.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you research and analyze the needs of your telecom customers?

1

2

3

4

5

6

7

1 Know your customer profile

2 Conduct a needs assessment

3 Analyze the data and gaps

4 Develop a solution and value proposition

5 Present and communicate your solution

6 Follow up and evaluate your solution

7 Here’s what else to consider

Telecommunications Systems

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How do you research and analyze the needs of your telecom customers?

1

2

3

4

5

6

7

1 Know your customer profile

2 Conduct a needs assessment

3 Analyze the data and gaps

4 Develop a solution and value proposition

5 Present and communicate your solution

6 Follow up and evaluate your solution

7 Here’s what else to consider

Telecommunications Systems

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