Our clients’ challenges

The telecommunications industry faces a challenging balancing act: rapidly growing data demand, higher network speed requirements, and relentless pressure on margins. The rollout of 5G, investments in fiber optics, and the development of new digital services require massive resources,while expectations for greater efficiency and innovation continue to rise.

Increasing price transparency and declining customer loyalty are further intensifying competition. Basic connectivity services have become largely interchangeable, making differentiation through network performance alone nearly impossible. At the same time, sustainability is becoming a critical success factor—from energy efficiency to CO₂ reduction.

Today’s customers expect fast, stable networks, transparent pricing, and simple, personalized services. Traditional tariff marketing is no longer sufficient: leading providers now build differentiation through strong brands, digital platforms, segmented offerings, and data- and AI-driven services along a seamless customer journey.

Batten & Company supports telecommunications companies in sharpening their brand positioning, personalizing customer engagement, and designing offerings that sustainably enhance customer loyalty, usage, revenue, and profitability.

Our services for the telecommunications industry

• Brand development in the private and business customer sector – from defining value propositions to deriving the communication strategy
• Design of growth programs with measurable initiatives and differentiated management of B2C and B2B segments
• Optimization of product and portfolio architectures to sharpen the value logic, strengthen differentiation and enhance profitability
• Development of pricing strategies and monetization models for new products, services and innovations to derive revenue and profit growth
• Design of effective promotion mechanisms with clear objectives, targeted channel management and measurable impact
• Optimization of the cross-channel customer journey through analysis of critical touchpoints and integration of self-service, hotline and retail channels
• Systematic customer base management to increase usage, cross-selling and upselling while actively reducing churn