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Lotus Connections Drives Innovative Product Development at Global Telecommunications Firm. Customer Information. Global Telecommunications Provider 60,000 employees 50 million subscribers Personal and Business Services Wireless Local phone Long distance.

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Customer Information

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  1. Lotus Connections Drives Innovative Product Development at Global Telecommunications Firm

  2. Customer Information • Global Telecommunications Provider • 60,000 employees • 50 million subscribers • Personal and Business Services • Wireless • Local phone • Long distance

  3. Customer Challenges • Need to improve customer retention • Battling intense competition from nimble competition • Mobile Virtual Network Operators • VOIP Providers • How can they generate more revenue by increasing cell phone use? • Need a faster way to develop and evaluate new services concepts

  4. Solution: Innovation Factory Using Partner and Customer Communities Participants 62% of executives surveyed cite collaboration as an important driver of innovation – R&D Magazine, 2005 Customers Employees Partners Social Networking Continuous feedback Communities Ideation Trial Commercial Launch Innovation Factory Collaboration Community Tools: Self Service Portal • Forums • Feeds • Metrics • Wiki • Jams • Thinkplace • Social Bookmarking • Communities • Activities • Persona • Blog Server Discovery: Serendipity + Omnifind • Unstructured data • Service catalogs • Directory/Experts

  5. Business Value • Increase the number and quality of ideas for new telcom services • Accelerate the evaluation of new service concepts and therefore be faster to market • Grow market share and revenue through differentiated services that have been verified by customer communities

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