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Verizon Communications Sales

To deliver reliable, high-performing network services enabling customers to connect seamlessly while becoming the world's most trusted technology partner

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To deliver reliable, high-performing network services enabling customers to connect seamlessly while becoming the world's most trusted technology partner

Strengths

  • NETWORK: Industry-leading 5G infrastructure with 95% coverage
  • BRAND: Consistently ranked #1 in network reliability surveys
  • ENTERPRISE: Strong B2B revenue streams across multiple sectors
  • SCALE: 143M total wireless connections provides significant leverage
  • INTEGRATION: Unified product ecosystem across wireless/home services

Weaknesses

  • PRICING: Higher cost structure vs T-Mobile and cable MVNOs
  • CHURN: Fixed wireless access customer retention below targets
  • AGILITY: Slow product innovation cycle compared to competitors
  • DIGITAL: Customer digital engagement metrics lag industry benchmarks
  • BUNDLING: Cross-selling performance between services underperforming

Opportunities

  • BUSINESS: Enterprise 5G private network adoption accelerating
  • CONVERGENCE: Home/wireless bundle potential with 58M households
  • PARTNERSHIPS: Strategic cloud provider alliances for edge computing
  • EXPANSION: Rural market growth through fixed wireless access
  • VERTICALS: Healthcare and manufacturing sectors seeking 5G solutions

Threats

  • COMPETITION: T-Mobile aggressive pricing in consumer wireless space
  • REGULATION: Potential FCC action on spectrum allocation policies
  • CABLE: Comcast/Charter gaining wireless market share as MVNOs
  • TECHNOLOGY: Open RAN adoption potentially reducing barriers
  • ECONOMY: Consumer spending pressure amid economic uncertainty

Key Priorities

  • ENTERPRISE: Accelerate private 5G network solutions for businesses
  • CONVERGENCE: Enhance wireless/home bundle offerings and incentives
  • DIGITAL: Transform digital customer experience across all channels
  • PARTNERSHIPS: Expand strategic technology ecosystem partnerships
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To deliver reliable, high-performing network services enabling customers to connect seamlessly while becoming the world's most trusted technology partner

ENTERPRISE DOMINANCE

Lead the 5G enterprise revolution across key verticals

  • SALES: Achieve $750M in private 5G network contracts across 120 enterprise clients by Q3 close
  • PARTNERSHIPS: Launch 5 strategic cloud provider alliances for edge computing solutions by Aug 31
  • VERTICALS: Develop industry-specific 5G solutions for healthcare and manufacturing with 20 pilot customers
  • ENABLEMENT: Train 100% of enterprise sales team on new 5G private network solution positioning
CONVERGENCE MASTERY

Create unmatched value through service bundling

  • PENETRATION: Increase home+wireless convergence rate from 23% to 30% of consumer base by Q4
  • INCENTIVES: Launch new bundle reward program driving 15% higher cross-product adoption by July
  • RETENTION: Reduce churn of bundled customers to <0.7% monthly through targeted retention efforts
  • ACQUISITION: Convert 25% of single-service customers to multi-product relationships within 90 days
DIGITAL EXCELLENCE

Transform customer experience through digital channels

  • ENGAGEMENT: Increase mobile app active users from 55% to 70% of customer base by Q3 end
  • AUTOMATION: Deploy AI chatbot handling 45% of customer service inquiries without human intervention
  • TRANSACTIONS: Shift 80% of all account changes and upgrades to digital self-service channels
  • EXPERIENCE: Improve digital customer satisfaction scores from 72 to 85 NPS by end of quarter
ECOSYSTEM EXPANSION

Build powerful technology and channel partnerships

  • ALLIANCES: Establish 3 new strategic partnerships with leading cloud and edge computing providers
  • REVENUE: Generate $120M in incremental revenue through partner co-selling initiatives by Q4
  • INNOVATION: Launch 2 new joint solutions with technology partners addressing key vertical needs
  • CHANNELS: Expand indirect channel contribution to 35% of new business revenue through partners
METRICS
  • WIRELESS SERVICE REVENUE: $19.2B quarterly, 5.0% YoY growth
  • CONVERGENCE RATE: 30% of consumer base with multiple services
  • DIGITAL ENGAGEMENT: 70% active digital users across customer base
VALUES
  • Customer-First
  • Integrity
  • Innovation
  • Excellence
  • Accountability
Verizon Communications logo
Align the learnings

Verizon Communications Sales Retrospective

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To deliver reliable, high-performing network services enabling customers to connect seamlessly while becoming the world's most trusted technology partner

What Went Well

  • WIRELESS: Postpaid phone net additions exceeded forecasts by 14%
  • ENTERPRISE: Business solutions revenue grew 7.2% YoY, above guidance
  • RETENTION: Consumer wireless churn improved 8 basis points to 0.84%
  • BROADBAND: Fixed wireless access net adds surpassed 400K for quarter
  • MARGIN: Wireless service EBITDA margin expanded to 39.8%, up 120bps

Not So Well

  • ARPU: Consumer wireless service revenue per account declined 1.3% YoY
  • PREPAID: Continued net losses of 168K customers in value segment
  • MEDIA: Digital advertising revenue missed targets by $47M or 8.5%
  • COST: Customer acquisition costs rose 5.2% despite efficiency programs
  • BUNDLING: Home/wireless promotional conversion rates below target KPIs

Learnings

  • SEGMENTATION: Value-focused wireless plans showing strongest traction
  • DIGITAL: Self-service adoption directly correlates to higher NPS scores
  • INCENTIVES: Revised compensation structure improved cross-selling
  • MESSAGING: Network reliability messaging outperforms speed positioning
  • PARTNERSHIPS: Co-marketing efforts with OEMs yielded higher conversions

Action Items

  • PRICING: Revise consumer plan structure to improve value perception
  • DIGITAL: Accelerate app feature development for self-service adoption
  • TRAINING: Implement AI-powered sales enablement for convergence sales
  • RETENTION: Deploy predictive churn model for at-risk customer outreach
  • PARTNERSHIPS: Expand strategic alliances with cloud and edge providers
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To deliver reliable, high-performing network services enabling customers to connect seamlessly while becoming the world's most trusted technology partner

Strengths

  • DATA: Massive customer usage patterns for predictive analytics
  • INFRASTRUCTURE: Robust network foundation for AI deployment
  • TALENT: Strong AI/ML engineering capabilities in key business units
  • INVESTMENT: $2.5B committed to network AI initiatives through 2025
  • SECURITY: Advanced AI-powered threat detection systems

Weaknesses

  • INTEGRATION: Siloed AI initiatives across business units
  • LEGACY: Technical debt limiting AI application deployment speed
  • ADOPTION: Inconsistent employee utilization of AI tools
  • GOVERNANCE: Incomplete data governance framework for AI systems
  • MEASUREMENT: Limited metrics for AI ROI on revenue impact

Opportunities

  • AUTOMATION: AI-powered customer service to reduce support costs
  • PERSONALIZATION: Hyper-targeted product recommendations
  • PREDICTIVE: Network maintenance optimization saving $350M/year
  • GENERATIVE: AI sales enablement tools to increase conversion rates
  • ANALYTICS: Real-time customer behavior modeling for retention

Threats

  • COMPETITION: T-Mobile's AI-powered personalization advantage
  • TALENT: Industry-wide competition for top AI/ML engineers
  • REGULATION: Emerging AI compliance and disclosure requirements
  • PERCEPTION: Customer concerns about AI-powered decision making
  • COST: Escalating compute resources needed for advanced AI models

Key Priorities

  • PERSONALIZATION: Deploy AI-driven hyper-personalized offerings
  • AUTOMATION: Scale customer service AI to reduce costs by 25%
  • ENABLEMENT: Roll out AI sales tools to improve conversion rates
  • INTEGRATION: Unify AI strategy across all revenue streams