UNLOCKING LOYALTY BEYOND CONNECTIVITY: A CUSTOMER-CENTRIC APPROACH THROUGH B2B CUSTOMER EXPERIENCE MANAGEMENT IN THE DIGITAL TELCO COMPANY
One of the most concerning problems facing the telecommunications sector is poor service experiences. The telco sector faces challenges related to low customer satisfaction and high customer churn, which can negatively impact business profitability. This research aims to investigate the pain points...
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| Format: | Theses |
| Language: | Indonesia |
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| Online Access: | https://digilib.itb.ac.id/gdl/view/83363 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |