Challenge: How to capitalize on the sweet
spot in a fast-moving telecommunications market?
Partners process: Customer insight interviews, focus
groups, internal change management process.
initial engagement: 6 months for Phase One. 2 years for
Insights: GenTelCo was considered a weak
player in technology, which was the top priority in the evolving
Results: GenTelCo capitalized on their
technology capabilities, including competitive advantages in
hardware and software, so that the network was perceived as having
“no down time.” Evolution of the sales force from order takers to
technical experts who could “make things work” every time. Became
the top market on a national scale.