MANAGING CUSTOMER

RELATIONSHIPS
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CONTENTS

1 SUMMARY OF THE CASE STUDY

INTRODUCTION ABOUT 2
MULTICHANNELS AND NTT DOCOMO

3 ANSWERED THE CASE STUDY

CONCLUSION 4
SUMMARY OF THE SECRET OF SUCCESS IN THE LOGO
DEVELOPMENT OF THE MOBILE INTERNET

In the 1990s, most Japanese didnt have fixed

internet access in their homes

Japanese people is constantly moving.

Noticed the problem,NTT Docomo well-known

telecommunication operator has initiated the i-mode
about mobile internet services

Actually became a great success in Japan

INTRODUCTION ABOUT LOGO
MULTICHANNELS AND NTT DOCOMO

MULTICHANNELS

Consumers Organization

Multichannel is a combination many

different channels to interact between
consumers and organization.
INTRODUCTION ABOUT LOGO
MULTICHANNELS AND NTT DOCOMO

1 2 3
Docomo offers a
variety of mobile The
The largest appearance of
services like
provider of 2G,3Gand up to i-mode has
mobile now Docomo has created a new
telecommunicat 49.8 million era for the
ion service in customers : 15.8 mobile market
Japan million 3G users and in Japan
45 million imode
user
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ANSWERED THE CASE STUDY

Analyse why the mobile

internet has become a
huge success in
Japan.Where do you
agree or disagree with the
author of this article ?
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ANSWERED THE CASE STUDY

Answered
Japan is a country that has feature of
irregular use desktop to access the
internet (cultural factor )

In the beginning , when the mobile internet

product line i-mode of Docomo first born,most of
Japanese people can use it for free (almost free )

The introduction of i-mode has created a new

communication channel

Business strategy orchestration the Japanese

( collaborative business model )
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ANSWERED THE CASE STUDY

How do you think the

mobile internet can
become a success in your
country ? What can you
learn from the Japanese
best practice case ?
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ANSWERED THE CASE STUDY

Answered

The successful in Lessons learned from

mobile internet in our
country by :
The key is the
operators must
play a central role
in the value chain
of content service
real life situations
The content of the
services are consider
crucial to the success of
the network
Understanding customer
is one of the important
fact as that lead to success
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Multichannels bring many

benefit to the enterprise

Model orchestration is a
business mode that Mobile internet is
effectively therefore the necessary for consumers
operators can learn when the service content
experience from this model must bring benefit to
to develop mobile internet in them
our country
Thank You!