Rapid technology development, keen competition, and various customer needs in the telecommunications industry are greatly affecting telecom products and services, and forcing telecommunication companies to change customer relationship management strategy. This thesis analyzes customer connections with telecom operators in Korea and some of well-developed countries. The conceptual framework for the thesis is based on the Customer Relationship Value model proposed by Robert E. Wayland and Paul M. Cole in 1997. This thesis presents several strategic proposals regarding customer relationship management based on the comparative analysis of telecommunication operators: 3 companies in Korea, AT&T, BT and NTT. First, customers should be segmented based on profitability and strategic focus should be put on more profitable customers. Second, products and services should be focused on a total solution, which covers customer value chain or total experience. Third, new products and services should be developed faster than competitions. Fourth, customer channels should be specialized to provide the best convenience to customers. Lastly, diverse types of co-operations with various market players are essential to minimize risk and to maximize reward in market. Based on proposals above, this thesis presents detailed value strategy for future customer relationship for K company.
