Gartner Research

Case Study: Turkcell Uses CRM to Gain a Single View of the Customer

Published: 23 June 2008

ID: G00158723

Analyst(s): Ed Thompson

Summary

Turkcell, Turkey's leading mobile-communications provider, won the Gartner 2007 CRM Excellence Award for Europe, Middle East and Africa. In this research, we examine how Turkcell used CRM to ensure that it has a single view of each customer.

Table Of Contents
  • Overview
  • Introduction
  • The Challenge
  • Approach
  • The Road Map for Turkcell's Four-Phase CRM Program, 2002 to 2006
    • Phase 1
    • Phase 2
    • Phase 3
    • Phase 4
  • Results
  • Critical Success Factors
  • Lessons Learned

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