Telecommunications and information technology are currently the most dynamic markets there are. Steadily changing technologies, new products and price structures as well as permanent innovation processes are changing the market and supplier environment continuously and much more quickly than in other sectors. What is standard today can become obsolete tomorrow. Only companies that identify the most important developments very early, know their market and their customers very well and adjust their marketing in an optimal way, will be successful in the medium- and long-term as well. The particular challenge for market research is to analyse the highly dynamic market processes from the point of view of both suppliers and customers at an early stage and in a prophetic way, and to deliver trend-setting and future-oriented decision-making tools. With YouGov you will be working with an experienced market research and consulting company: we have an excellent knowledge of innovative and deregulated markets and of the dynamics and psychology of customer behaviour. QUESTIONS Through intensive cooperation by economists and economic psychologists we support you on all issues of strategic and operative marketing as well as the successful development and introduction of your products. We help you to conduct the following projects, e.g.: Customer satisfaction studies for conventional telephone network, mobile phone networks, hardware, software, services (in private as well as in business target groups) Cancelling customers analysis and studies on readiness to change over Product and price acceptance tests Set-up, quality checking and quality assurance for call centres Analysis and adjustment of business processes and organisational structures according to your customers and/or their value to customers Calculate the customer lifetime value of your customers and develop corresponding customer loyalty measures METHODS Depending on the question qualitative and/or quantitative research approaches are used, mainly: customer satisfaction studies conjoint measurement market potential analysis market segmentation and target groups analysis quantitative surveys in-depth interviews product development and product concept testing pricing group discussions online focus groups Statistical effectiveness analysis (e. g. to determine «best practice») benchmarking customer relationship management (CRM) customer-focussed business process analysis online interviews website improvement usability tests SITECOCKPIT The webite test from the user´s perspective RESULTS Depending on the question you receive amongst others: Sound answers to questions about the scale and genuinely relevant parameters of your customers? satisfaction Sound tips for the acceptance of existing or new products and services Support for optimising your image positioning Advice for optimising customer communication and formulating a relevant marketing strategy Support in decision-making when implementing customer relationship management Customer orientated or customer value orientated optimised business processes Consulting tools In brief: You will find out what concrete opportunities and chances for development you have as a telecommunications or IT company in the market. We would also be glad to support you in introducing and implementing innovative products and business strategies. Our Strategy and Implementation department is ready to advise you here. REFERENCES (Extract) ALLDATA, Arcor, Cyland, ENATOR, E-Plus, IBM, International Network Management, Lycos Europe, O2 (Germany), o.tel.o, sfze, Sparkassen Informatik, Talkline,T-Com, T-Mobile International, Vizzavi (Vodafone D2) General references of YouGov CONTACT Carolin Thomas Head of Business Unit +49 (0)221 42061-428