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3 Strategies Telcos Can Use to Thrive

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The ways and channels in which the world communicates and stays productive is rapidly evolving. And as a telco operator, you may be feeling the need to reevaluate how you deliver your core services to keep up with these shifts in norms.

In this dynamic and tumultuous time for communications, most telcos have been able to successfully meet increased bandwidth demand on their networks, which has risen by 30% to 40% during the pandemic, according to a recent Fierce Telecom article.

In the current environment, you’ll need to calibrate a new equilibrium to build your recurring revenue streams, and find innovative new solutions to overcome the challenges telcos face today—while still delivering business-critical services to your customers.

It’s important to note that the companies that have achieved the greatest success in today’s business environment were further along in their digital transformation journey, noted by a 650 Group analyst in a Fierce Telecom article. The companies that had embraced digitization and automation and could adapt to contactless service have pulled ahead of the others.

It’s clear then that to continue to be successful, your telco business must adapt—fast. If you invest wisely and develop or onboard suitable offerings that simultaneously answer consumer demand and support tech innovation, you can grow your footprint, open your business up to new streams of revenue and ultimately drive increased average revenue per user (ARPU).

For telcos that fail to adapt, extinction could be imminent as they will find themselves threatened by new, agile service providers that are smaller yet rapidly growing. In this dynamic and ultra-competitive environment, it’s important to take the right steps to help your business thrive now and in the future. Here are three strategies to help you do just that, along with some additional ways to help you boost profitability in any market environment.

Lean in on your B2B services

Historically, most global telcos have prioritized capturing growth in the once-burgeoning consumer segment. However, the massively saturated mobile markets, price competition and reduced margins are putting B2C markets under intense pressure.

In stark contrast, the ever-increasing demand of small business and enterprise clients for end-to-end information and communication (ICT) services represents a notable growth opportunity. In particular, demand for IT services is gaining momentum as more businesses go the digital route.

Another factor to consider is customer churn. According to Aspect’s Consumer Experience Index Report, the telco industry experienced a high churn rate of 21% in 2018. However, Bain and Company reported that because demand has increased—some countries have experienced growth of 70% or more in network traffic in March 2020—the churn rate is likely to fall significantly during the pandemic.

However, it’s always a smart move for telcos to distinguish themselves from competitors by providing differentiated services to add more value to their customers now and in the future. Taking this approach will decrease the customer churn rate in any economic environment.

Diversify your product offerings

So, how can your telco business diversify its product portfolio? It starts with expanding your core offerings to enter new markets. Many telcos have already extended their portfolio to include IT products, solutions and services, either organically or through acquisitions and mergers, but they have often failed to fully integrate and leverage the combined hybrid portfolios.

The ever-demanding end user is looking for the latest and most innovative solutions to keep their teams productive, collaborative and secure. In addition to using advanced voice, text and data services to decrease customer churn, your telco business will need to offer a more robust catalog of business solutions that go above and beyond. For example, adding a broader range of products can drive more SIM card sales. As a case in point, T-Mobile is attaching IBM MaaS360 to manage and secure devices.

It’s important to equip your sales teams with a full suite of products that are core to your business customers’ operations. This will create more value in the market and help your telco business thrive during upturns and downswings in the economy. No matter what you offer, the goal is the same: Make sure you can provide more businesses with essential services.

Increase profitability in any market environment

Here are some additional ways to ensure your profitability continues to increase in any type of market, both in the short and long term:

  • Transform your B2B buying experience to subscription-based selling to support increased SaaS demands and enable upsell and cross-sell motions
  • Ramp up digital delivery of solutions and services to adjust for remote selling and buying now and in the future
  • Drive operational efficiencies through automation to ensure your profits are scaling as your revenue grows
  • Having an automated, intelligent business platform will be essential to free up valuable resources that can drive growth for your business on all fronts.

Deliver better customer service

Another way to keep your business accelerating under any market condition is to keep your customers happy. Responsive customer service will continue to make or break companies’ reputations and bottom lines. How telcos handle service disruptions and customer dissatisfaction will play an even greater role in loyalty—or the lack thereof. Customers expect a swift response, whether they tag the company accounts on social media or engage through a live chat with customer service.

Improving customer service and decreasing customer churn requires your organization to offer easily accessible and helpful support to customers in all situations (in addition to providing multiple solutions). Investing in secure solutions that allow you to reduce overhead and reallocate resources and capital to activities and efforts that enhance customer service will be the order of the day.

As you start taking the steps needed to implement these necessary changes, CloudBlue is here to help. But no matter where you are in your journey, you can reach us at together@cloudblue.com to answer any questions you may have.

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Mike Jennett, Director of CloudBlue Platform Strategy, is an accomplished business and technology executive. With a deep focus on product development and go-to-market strategy, he plays a pivotal role driving strategic growth and market expansion. Mike’s career is characterized by his adeptness in driving technological advancements and his commitment to leading digital transformations with experience including IDC where he was VP of the Mobility and Digital Transformation IEP practices, and HP where he held numerous leadership roles. Mike’s expertise is also reflected in his published works and contributions to multiple tech publications. Mike holds a B.A. from California Polytechnic University.
Having previously to strategic product management, agile transformations, and user experience in CloudBlue, Taylor Giddens heads the Services & Solutions team where he ensures smooth delivery, operations and solution growth for our partners and customers.

The team includes technical account management, managed services, support, custom solution development, and customer enablement.

Prior to CloudBlue, his resume boasts leadership of some of the world’s largest companies during their digital transformations and marketplace launches. Taylor is a practitioner of servitude leadership when it comes to enabling his team to drive positive outcomes on the road to operational excellence.
Laurens van Alphen, a visionary entrepreneur with over 29 years of internet technology expertise, serves as Director of Technical Managed Services at CloudBlue, responsible for Operations and Delivery of CloudBlue SaaS.

As a Dutch racing champion and car enthusiast, he brings the same drive to the tech realm, steering Keenondots from a managed hosting firm to a global cloud enablement leader. Laurens is celebrated for his outcome-driven leadership, deep industry insight, and passion for balancing business innovation with client engagement.
Lincoln Lincoln is CloudBlue’s Head of Global Sales; having been with the company since November 2017. Leading CloudBlue’s global go-to-market organization, he’s responsible for driving accelerated and sustained mutual growth with CloudBlue’s customers and partners, as well as forming new customer partnerships across the Vendor and Provider ecosystem. As part of CloudBlue’s leadership team he is responsible the organisation’s revenue and continued market leadership by delivering and supporting products, services and solutions to organizations in established and new markets around the world.

Before joining CloudBlue, Lincoln was AppDirect’s Regional Director, Asia Pacific & Japan, responsible for forming, building and leading AppDirect’s business and operations across the APJ geography. He built and led AppDirect’s fastest growing and highest performing region globally within 3yrs.

Before joining AppDirect, Lincoln was EMC’s Practice Manager, Cloud Service Providers, APJ, working with the leading Service Providers to maximise their Cloud Business presence & market success. Lincoln joined EMC in 2007, and has over 20 years’ experience in the IT industry, having been based out of Singapore, Australia and the UK. Prior to EMC, he was in range of sales and channel positions at Symantec and VERITAS.

Lincoln has an Honours degree in Business Administration from Kingston University in the United Kingdom.
Brent Clooney is the Executive Director and Associate General Counsel for Ingram Micro Inc., and lead counsel for CloudBlue.

Brent is a Canadian based corporate lawyer with more than 20 years of experience as a strategic legal advisor both in private practice and as in-house counsel to large multi-national companies. Prior to joining Ingram Micro in 2008, he worked at a well-respected corporate law firm in Toronto, Canada and later served as general counsel for Toshiba Canada. During his 15-year tenure at Ingram Micro, he has held positions of increasing complexity and responsibility, and since being promoted to his current role in 2022, Brent is the legal lead for both Ingram Micro’s Canadian and global cloud businesses, as well as CloudBlue.

Brent holds a law degree (LL.B.) from Queen’s University, a Psychology degree (B.A. Honours) from Lakehead University, and has been admitted to the bar in Ontario, Canada since 2002.
Anurag serves as the Head of Product Management for CloudBlue and is responsible for product direction and driving innovation. His leadership has been marked by a keen focus on customer needs, growing the ISV ecosystem, and ensuring the continual evolution of CloudBlue’s product portfolio.

Anurag joined Ingram Micro in 2017 and has been instrumental in, positioning CloudBlue as an industry leading monetization platform for MSP’s, Telco’s and Distributors. Previously Anurag worked at Oracle and Microsoft where he managed many technology projects and programs.
As VP of Engineering of CloudBlue, Rony oversees the development and engineering efforts of the company. He is a recognized leader with more than 25 years of experience in Technology and Product.

Prior to joining CloudBlue Rony lead the R&D efforts at Tripwire acquired by Thoma Bravo, and Cedexis acquired by Citrix. Rony is a leader with extensive experience in transforming both complex technology problems into products that customers love and disjointed organizations into agile high performing teams.
Coen is a distinguished leader and entrepreneur in the realm of cloud technology. Currently serving as CEO of Keenondots and the Global Director of CloudBlue SaaS. He is passionate about driving innovation, fostering collaboration, and leading high-performing teams to achieve transformative results.

With a background as Managing Director of INTO Cloud and a pivotal role as Director of Products of KPN, he brings a wealth of experience in steering organizations through the complexities of the digital landscape.

Beyond the boardroom, Coen is a marathon enthusiast, demonstrating endurance and discipline in pursuit of both professional and personal goals.
Alyson has over twenty years of experience in demand generation, marketing automation and data management. She is responsible for leading the strategy and direction of the company’s brand, performance, and digital marketing.

Prior to CloudBlue, Alyson served as Ingram Micro’s Director of Global Business Intelligence Marketing Automation driving channel partner campaigns. Her tenure in marketing leadership at prestigious companies such as Western Digital, Ocean Institute celebrates redefining marketing campaigns and building top performing teams based on trust, experimentation, and results.

Alyson resides with her husband and three children in Orange County and is an active volunteer and donor within her children’s sports and education programs.

Darek Tasak is leading Customer Success & Value Creation for CloudBlue. In his role, he looks after CloudBlue customers globally during the entire lifecycle of our relationship: from the initial on-boarding, through in-life account management, always ensuring they build successful businesses leveraging our technology. Additionally, he is also in charge of Partnership & Alliances, as well as Pricing Management for everything we commercialize.


Before CloudBlue, Darek managed Ingram Micro’s Services division for hi-tech customers in Europe & APAC. His prior experiences include also launching and leading pan-European services business for TDSynnex, as well as strategy consulting with Boston Consulting Group (BCG).

As President of CloudBlue, Uddhav Gupta is a distinguished leader and visionary with nearly two decades of platform-building experience. He is an industry leader in digital commerce, the subscription economy, and monetization platforms.

Notably, at SAP, he spearheaded the transformation of their platform business into a multi-cloud platform-as-a-service, offering enterprise and developer-friendly subscription models. At Pure Storage, he championed the efforts to successfully disrupt the storage industry by creating revolutionary Storage-as-a-service, AIOps-as-a-service, and Disaster Recovery-as-a-service offerings with cutting-edge features and establishing a sophisticated subscription commerce infrastructure that is channel-friendly.

At CloudBlue, Gupta guides and empowers businesses to rethink their monetization strategies by unlocking the power of digital ecosystems and marketplaces. CloudBlue provides enterprises with a mature multi-tier, multi-channel marketplace and monetization platform that enables usage-based subscription models and global delivery of Anything-as-a-Service solutions. Gupta has played a pivotal role in shaping the future of the subscription economy through his innovative thinking and impactful contributions.

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