Redefining the rules
| TERM | COMPLEX DEFINITION | SIMPLE DEFINITION | ||
| CUSTOMER FOCUS | Providing what customers want just as soon as you pay off that massive investment in outmoded technology, figure out how to integrate incompatible legacy systems and analyze the latest six-month, 30-state customer survey. | Providing what customers want, now. | ||
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| MARKET SHARE | Percentage of total units sold and total market spending, everywhere - in wireline, wireless, long-distance, paging and Internet services. | Percentage of what an individual customer spends | ||
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| MARKET SHARE OBJECTIVE | Depends on geography, regulatory conditions and service delivery platform. | 100 percent of what an individual customer spends on communications. | ||
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| GROWTH | Selling the same services at lower prices to customers you have never heard of, while taking more drastic measures to compensate for dwindling margins. | Selling new services to the customers you know and obtaining new customers in the places you know. | ||
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| UNDERSTANDING THE CUSTOMER'S BUSINESS | Understanding the business issues facing every industry in every market, as far as they relate to this quarter's sales targets for your current network product. | Being world class in specific industries. | ||
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| VALUE ADDED | One hour of free evening calls for one year from the date of switching your national peak time business tariff account. Offer closes March 31. Restrictions apply. | Multiple products and services through one contact on one bill. | ||
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| TECHNOLOGY | Something you buried in the ground before the marketplace heard of competition and now wish you could dig up. | Airwaves and light waves. | ||
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| EMPLOYEES | People who are required to take out time from their schedule for training aimed at improving the efficiency and effectiveness of the latest customer-focused strategic initiative. | People who deliver what the customer wants | ||
