Enabling Etisalat to manage AED 250 million revenue per year for 4K+ customers (Farming)
Context
- Etisalat needed to protect its premium Customers from Competition
- Need to compensate fall in voice revenue by Digital services products
Approach
- Set up a farming team with allocated
key account managers - Ensure dedicated service and deep
engagement with cross-sell and up-sell
Solution
- Dedicated Team of Farmers with comprehensive Journey plan
- Call Center for customer service
- Build Trust & relationship with Customer
Outcome
- Base revenue retained at 97%
- Digital services worth 100M sold
- Customer stickiness increased
- 1Bn+ revenue to Etisalat in 5 years
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