2019 Russia

MegaFon is a major Russian telecommunications operator. Megafon has been on the market for over 20 years, serving 76 million clients and employing more than 30,000 staff.

Project Objectives

Our work in this project was related to customer value management, attrition, customer experience, and loyalty. The scope of our work covered B2C customers in Russia in all areas from retail stores, call center, product design, pricing, and staff culture in an effort to improve the economics of key customer segments and eliminate the disturbing customer attrition that has become commonplace amongst mobile operators.

Some of the First-Year Results

Due to specific confidentiality agreements, the results of our work with this client cannot be shared.

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