upc romania

8/13/2019 UPC Romania

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UNIVERSITATEA VASILE ALECSANDRI BACAUSPECIALIZAREA : STIINTE ECONOMICEADMINISTRAREA AFACERILOR,ANUL 2,GRUPA 721

PROIECT LA MANAGEMENTUL RELATIILOR CU CLIENTIIFUNDAMENTAREA, ELABORAREA,IMPLEMENTAREA SI CONTROLUL IN CADRUL SOCIETATII GROUPE

SOCIETE GENERALE

PROF. COORDONATOR :ASIST. DR. LUMINITA ZAITSTUDENTII:

1



SC UPC ROMANIA SRL

Prezentarea generală a companiei UPC

UPC România este un !"nt#e $e%e &" &#" $'&(n"" !e $'&un"$)"" (#"n $*%u !"n

)# n'st#+, $u ' $"#+ !e $e#" -n nu% 27 !e 17/,2 &"%"'ne eu#'. Re)e%e%e UPC

R'&0n" !ese#es$, -n $est &'&ent, (este 1./. !e $%"en)" !"n (#'"&t" 2

'#se. De $0n! "nt#t (e (") #'&0nes$+, -n 1332, UPC "nest"t (este 4 !e

&"%"'ne USD, !een"n! ste% $e% &" &#e "nest"t'# &e#"$n !"n )#+. UPC R'&0n"

este "%"t+ % L"*e#t5 G%'*%, In$.

L"*e#t5 G%'*%, In$. L"*e#t5 G%'*% 6NASDA: LBT8A, LBT8B s" LBT89 este

unu% !"nt#e %"!e#"" "n!ust#"e" &'n!"%e !e $'&un"$)"" (#"n $*%u 'e#"n! se#"$"" "!e',

'$e ;" $$es % "nte#net, (ent#u $'ne$t $e" 14 &"%"'ne !e $%"ent" % %u&e "n'#&)"e",

$'&un"$+#"" ;" !"e#t"s&entu%u". C'&(n" #e #e)e%e !e $'&un"$)"" -n *n!+ %#<+ -n

17 )+#", -n (#"n$"(% -n Eu#'(, =('n", C>"%e ;" Aust#%". L"*e#t5 G%'*%, In$. !e)"ne

$)"un" -n $'&(n"" !e !"st#"*u)"e !e (#'<#&e ;" $'n)"nut &e!", $u& sunt =u("te# TV -n

=('n" ;" C>e%%'&e!" -n Eu#'(.

C'&(n" UPC R'&0n" !een"t unu% !"nt#e $e" &" (ute#n"$" u#n"?'#" !e se#"$""

T#"(%e P%5 @ te%e"?"une, "nte#net ;" te%e'n"e, et"n?0n!u@;" $'nstnt <& se#"$""%'# ;"

(#'!use%'# 'e#"te, $ u#&#e $>"?")"'n+#"" t#e(tte un'# #e)e%e %'$%e !e $'&un"$)""

(#"n $*%u.

L -n$e(utu% nu%u" 2/, UPC R'&0n" S.A. u?"'nt (#"n *s'#*t"e $u %te ;(te

s'$"et+)" !"n R'&0n" . n nu% 2, UPC R'&0n" $>"?")"'nt '(e#t'#u% !e $*%u

!"n B$+u, St*, !u( $e -n 22 (#e%use, -n $e%;" '#s, $'&(n" !e $*%u Eu#'st. n

2, UPC (#e%ut C'ne St !"n R'&n.

Ce &" "&('#tnt+ $>"?")"e 'st Ast#% Te%e$'&, '!t+ $u %te 1/ $'&(n"", -n'$t'&*#"e 2. L 1 '$t'&*#"e 24, UPC R'&0n" nun)t "n%"?#e (#'$esu%u" !e

u?"une $'&(n"e" UPC R'&0n", (#"n *s'#*)"e, $u s'$"et+)"%e !"n <#u(u% Ast#%.

n (#"%"e 24, UPC R'&0n" nun)t $>"?")"'n#e "nte<#%+ '(e#t'#u%u" !e

te%e"?"une !"<"t%+ (#"n ste%"t, F'$us St..

2



UPC R'&0n" "neste;te -n &'! $'nstnt -n &'!e#n"?#e #e)e%e%'# (ent#u 'e#"

(#'!use ;" se#"$"" !e $%"tte ;" (ent#u %ns, -n &'! $'nstnt, n'" (#'!use (ent#u

$%"en)". De se&ene "nten)"'ne?+ $, -n $e% &" s$u#t t"&(, s+ 'e#e (ent#u $%"en)"" %'#, -n

t'te '#;e%e -n $#e '(e#e?+, $e%e t#e" se#"$"" @ te%e"?"une, "nte#net ;" te%e'n"e.

Viziunea $'&(n"e": Pe#e$ ţ iunea este s$'(u%. E'%u)" este &et'!.

O*"e$t"u% (#'(us $u "e$#e $)"une n<t+ !e $'&(n"e este -nt't!eun $e% &" -n%t

;" este u#&+#"t &e#eu $u (#'es"'n%"s& ;" "nte<#"tte. P#"n $este u#&+#e;te s+ "e %"!e#

-n !'&en"u% !e $t""tte.

Misiunea "#&e" este !e $'nst#u" %e<+tu#" -nt#e '&en", !e 'e#" "n'#&)""%e ;"

se#"$""%e !e $#e u ne'"e (ent#u @" ut s+ t#+"s$+ &" *"ne

Valorile UPC #e(#e?"nt+ un nu&+# !e (#"n$"("" (e $#e "#& -;" !'#e;te s+ %e

(#'un!e?e ;" -n $#e -;" (#'(une s+ e$e%e?e: "nte%"<en)+, $#et""tte, "n')"e,

(un$tu%"tte, 'nest"tte, $'&un"$#e t#ns(#ent+ ;" (e#&nent+ ;" %u$#u% -n e$>"(+.

O#<n"<#& este !e t"( ("#&"!%, s(e$""$+ une" st#u$tu#" '#<n"?t'#"$e !e t"(

"e##>"$@un$)"'n%. 6Ane n#./. C'&(#t"&ente%e u t#"*u)"", s#$"n" ;" #es('ns*"%"t+)"

*"ne !e%"&"tte.

De'#e$e UPC ";" (#'(une $ !e $u& -n"nte s+ ut"%"?e?e te>n'%'<" nu $ (e un

s$'( -n s"ne, $" $ (e un &"%'$ (#"n $#e '&en"" s+ $'&un"$e &" *"ne, #e!e"n"t

(#"n$"(%e%e %'#" (#"n $#e se "!ent""$+ *#n!u% UPC: s"&(%"tte, $+%!u# u&n+,

(#tenen)+.

N'u s"<%+ "n$%u!e un s"&*'% <#"$, &u<u#e%e UPC, s"&*'% % -nn'"#"", %

ene#<"e" ;" % (#'s(e)"&"", un -n!e&n % '$+ ;" !es$>"!e#e $+t#e %u$#u#" n'". Cu%'#e%*st#u se&n""$+ %"n";te, ($e, #&'n"e, un""$#e ;" sens % (#tenen)e". P#"n %ns#e

n'u%u" *#n!, UPC -;" !'#e;te s+ %e '#*es$+ '&en"%'# !es(#e *ene"$""%e (e $#e %e

!u$ se#"$""%e $'&(n"e", "e)"" %'#.

UPC se s$>"&*+, se !e?'%t+, e'%ue?+. B#n!u% UPC !u$e '&en"" -&(#eun+ ;" %e

'#*e;te tutu#'# s"&(%u ;" !es$>"s.

/

http://www.evomediasoft.com/ro/












V#e& $ t't+ %u&e s+ )"n+ (su% $u n'" ;" s+ se ('t+ *u$u# !e nte%e

te>n'%'<"e", (#"n (#tenen) % ' $'&un"tte <%'*%+, $#e -&(+#t+;este %'#" ;" "!e"

&"%"#e tutu#'#. Te>n'%'<", '#"$0t !e s'"st"$t+ # ", #e $ s$'( "n% s+ ne ute s+

t#+"& &" *"ne, s+ "& &" (#'(e !e $e" (e $#e -" "u*"&, s+ !es$'(e#"& %u&e (%"n+ !e

!"e#s"tte ;" $u%'#e !"n u#u% n'st#u, !e$%#t =$ M"%', CEO UPC R'&n".

Dae !e i!eni"i#are ale SC UPC Romania SRL

A!resa:S's. NORDULUI 42D BUCURESTILo#aliae:D BUCURESTI

$u!e:MUNICIPIUL BUCURESTITele"on:/111H1F:/111H11Co! Uni# !e I!eni"i#are:122HH33Nr. Re%isrul Comerului: =3712/Sare so#ieae :INREGISTRAT !"n !t 4 M5 2/Ca&ial so#ial su's#ris si (arsa :1,1,H/7,/77 RONCi"ra !e "a#eri:71,/,4 RONPro"iul ne: RONSalariai 1,42Ti&ul !e a#i(iae :A$t""tt" !e te%e$'&un"$t"" (#"n #ete%e $u $*%uPier!erea nea:44,H,2 RON

Daorii T't%:33,421,2H3 RONC)eluieli oale:1,2H,174,4H4 RONA#i(e imo'ilizae TOTAL:441,H71,/44 RONA#i(e #ir#ulane TOTAL:24,3/,// RONSo#uri:22,2/H,121 RONDis&oni'iliai 'anesi * Casa si #onuri la 'an#i: 24.//7.34 RONCreane:1H,/27,H4 RONCa&ialur":@1/,H/3,1H4 RONParimoniul re%"e": RONParimoniul &u'li#: RONPro(izioane &enru ris#uri si #)eluieli:2,37,374 RON



Organigrama UPC Romania

Consiliu deAdminist ra ieţ

Pre e di nt eş

Director General

Calitate iş Consultanţă

Cust'&e# C#e

CorporateStrategy

Le<%

M#et"n<C'nt*"%"tteF"nn$"#

F$tu##e

ProiectareDezvoltare Retea

An%"?E$'n'&"$'F"nn$"#+

A!&"n"st#t"

Aprovizionare

C'ns"%"e#"

Tehnic

FinanciarAdministrativ

Resurse uman e

Managementulsecuritatii

Vânz riă

C'nt*"%"tte

AdministrareSisteme

NOC

Int#e)"ne#e (%t'#&e

IT

AdministrareWAN

Aut'

Mn<e# #e%t"" $u$%"ent""

D"st#"*ut"e



4



Piaţa şi contextul concurenţial

a. Poziţia o#u&a+ &e &iaţ+

UPC România SRL este unu% !"nt#e $e" &" "&('#tnț" u#n"?'#" nț"'n%" !ese#"$"" "nte<#te !e $'&un"$ț"" e%e$t#'n"$e !"n R'&0n" 6$*%u TV, "nte#net, te%e'n"e "+.

O(e#t'#u% !e te%e$'&un"$t"" UPC R'&n" u?"'nt (#"n *s'#*t"e $u E%e$t#'nM. B"t Te%e$'&, Se*&# s" C*%e"s"'n ' R'&n" 6CVR, "#&e (e $#e %e $'nt#'%e?,'(e#t"une "?n! s"&(%""$#e (#'$esu%u" !e$"?"'n% s" #e!u$e#e $'stu#"%'#!&"n"st#t"e, (#"n '#&#e une" t#u$tu#" un"$e. In u#& u?"un"", UPC R'&n" s"@ $'ns'%"!t ('?"t" (e ("t te%e$'&un"$t""%'#,

!een"n! ste% ' (#e?ent &" "&('#tnt (e ("t u#n"?'#"%'# !e te%e"?"une (#"n $*%u,te%e'n"e " s" Inte#net, (utn! $'n$u# $u su$$es % n"e% nt"'n% $u $e%e &""&('#tnte $'&(n"" !"n !'&en"u. P#"n $>"?"t" Ast#% Te%e$'&, "n 2, UPC R'&n"!een"se $e% &" &#e u#n"?'# nt"'n% !e se#"$"" (#"n $*%u, "*# '(t"$, "#e%ess s"ste%"t, ""n! (#esent "n (este 2 !e %'$%"tt" s" 'e#"n! se#"$"" unu" nu&# !e $%"ent" !e (este 1./. !e $%"ent". UPC "n#e<"st#t "n 23 $e#" !e 114 &"%"'ne !e eu#' s" ("e#!e#" nete !e 113,3&"%"'ne !e eu#', $'n'#& M"n"ste#u%u" !e F"nnte. UPC #e ' $'t !e ("t !e 11 (ent#u se#$""%e !e "nte#net. In (#"& u&tte nu%u" 21, UPC ut en"tu#" !e 42,/ &"%"'ne !e eu#' "n$#este#e $u 1,/ &"%"'ne !e eu#' $'&(#t" $u "nu#"e@"un"e 23.

Ven"tu#"%e U.P.C. R'&0n" u $#es$ut -n t#"&est#u% % !'"%e % nu%u" 21 )+ !e$ee;" (e#"'!+ nu%u" 23, -n t"&( $e nu&+#u% t't% % *'n)"%'# s$+?ut $u /,1,#e%e$t0n! $'n!")""%e e$'n'&"$e ne'#*"%e, !# ;" "n$e#t"tu!"ne ;" !e?e$>"%"*#e%e$u?te !e &+su#"%e !e uste#"tte. Aste%, nu&+#u% $'nt#$te%'# $u $%"en)"" s$+?ut %1,H3 !e &"%"'ne % !t !e / "un"e 21, $u . &" (u)"n" !e$0t % "ne%e (#"&u%u"t#"&est#u, ('t#""t #('#tu%u" $'&(n"e" '%n!e?e U.P.C. J'%!"n<. Ven"tu#"%e U.P.C.R'&0n" u#$se# -ns+ $u 1 $'&(#t" $u (e#"'! (#"%"e@"un"e !"n 23, se #t+ -nt#@un $'&un"$t % U.P.C. R'&0n".

Ci"ra !e a"a#eri,

Pe se%menul !e ele(iziune- UPC R'&n" e "n se(te&*#"e nu% t#e$ut 1,1 &"%"'ne$%"ent" !e te%e"?"une.

Anul //0 //1 //2 //3 //4

&"%"'ne eu#' 12/, 1,H 17/,2 2H,4 21,7

H

http://ro.wikipedia.org/wiki/Societate_cu_r%C4%83spundere_limitat%C4%83

http://ro.wikipedia.org/wiki/Rom%C3%A2nia

http://ro.wikipedia.org/w/index.php?title=Cablu_TV&action=edit&redlink=1

http://ro.wikipedia.org/wiki/Internet

http://ro.wikipedia.org/w/index.php?title=Telefonie_fix%C4%83&action=edit&redlink=1


http://ro.wikipedia.org/wiki/Euro

http://ro.wikipedia.org/wiki/Societate_cu_r%C4%83spundere_limitat%C4%83


http://ro.wikipedia.org/w/index.php?title=Cablu_TV&action=edit&redlink=1

http://ro.wikipedia.org/wiki/Internet






Pe se%menul !e ele"onie "i5a- UPC e "n se(te&*#"e nu% t#e$ut 12.!e ut"%"?t'#".

Pe se%menul !e Inerne, UPC R'&n" e % "n%u% %un"" se(te&*#"e 24. !e$%"ent".

Num+rul !e #lienți ai #om&aniei 6n România sun !u&+ #um urmeaz+,

Tele(iziune &rin #a'lu analo%i#,

Tele(iziune &rin #a'lu !i%ial+,

Tele(iziune !i%ial+ &rin saeli 7DT89,

Inerne,

Daa /:/;: /:/;/< //0;: //1;: //2;: //2;/< //<;/< //3

$%"enț" 4.3 7/7.1 H/7.4 33H.2 1.1H. 1./4. 1./1. 3.

Daa /:/;: /:/;/< //0;: //1;: //2;:

$%"enț" 2H/.3 2. 2/1. 1. /7.

Daa /:/;: /:/;/< //0;: //1;/= //2;/<

$%"enț" 224.3 1H7. 1H1. 12.7 7.1

Daa /:/;: /:/;/< //0;: //1;/0 //2;: //2;/< //<;/<

$%"enț" 2. 24/.4 247. 22./ 1H1. 1/H. H1.H

3



C'&(n" ("e#!ut $%"en)" (e se<&entu% !e $*%u n%'<"$, t0t !"n $u?$'n!")""%'# !""$"%e !e (")+, $0t ;" $ u#&#e (#'&'+#"" <#es"e se#"$""%'# !ete%e"?"une !"<"t%+ ;" J.D. O!t+ $u !e(#e$"e#e n"e%u%u" !e t#" s@ (utut '*se# ;" '&'!""$#e $'&('#t&entu%u" #'&0n"%'#, t#!us+ (#"n #enun)#e % nu&"te se#"$"" 6...L n"e% %'$% s@ #e&#$t, !e se&ene, ;" &"<##e nu&"t'# $%"en)" s(#e '(e#t'#" $u (#e)u#" &" &"$" (ent#u un $'n)"nut TV &" #est#0ns, !e$%#t !"#e$t'#u% "nn$"# %U.P.C. R'&0n", See#"n Ps$u, -n $'&un"$tu% t#ns&"s !e $'&(n"e. C'&(n" -n#e<"st#t $#e;te#" %e *?e" !e $%"en)" % $*%u !"<"t%, J.D., "nte#net ;" te%e'n"e )+ !e (e#"'! s"&"%#+ nu%u" t#e$ut.

'. Des#riere su##in+ a &rin#i&alilor !oi #om&eiori

• RCS & RDS

RCS > RDS este un '(e#t'# !e se#"$"" !e te%e$'&un"$ț"" !"n R'&0n", -n""nțt -nnu% 133.C'&(n" R'&n"n C*%e S"ste& 6RCS $un's$ut ' !e?'%t#e #("!+ (e (") !"n R'&0n", (#"&"" (;" $'n$#et"?0n!u@se (#"n $>"?")"'n#e &" &u%t'# #e)e%e !e$'&un"$)"" !"n )#+ De -n nu% 1334 se #e%"?e?+ $'ns'%"!#e G#u(u%u" RCS, "#$est -n$e(e s+ se et"n!+ t't &" &u%t (#"n $>"?")"". n (#"%"e :001 este -n""n)t+$'&(n" R'&n"n Dt S5ste&s 6RDS, s(e$"%"?t+ -n t#ns&"s"" !e !te ;" Inte#net -n (#e?ent RDS este %"!e# % ("e)e" !e (#'"% !"n R'&0n". n "nu#"e 21, RCS>RDS (#e%ut $'&(n" A"#*"tes, u#n"?'# !e se#"$"" !e $'&un"$ț"" $u $0te ?e$" !e &"" !e

$%"enț".RCS>RDS #e 1./. !e $%"ent", !'# % te%e"?"une (#"n $*%u ""n! n#.1. Pe ("t !ese#"$e !e te%e"?"une ,$est" s@u $ut #e&#$t" (#"n se#"$e !e "n%t !e"n"t"e6JD "nt"&(u% C&("'ntu%u" M'n!"% !e 't*% !"n A#"$ !e Su!, "n$e#$n! ste% s <ene#e?en'" su#se !e en"t. C"# !e $e#" $e%'# !e % #!s (e nu% 23 'st /31 &"%. !e eu#'.

1



http://ro.wikipedia.org/wiki/1994





http://ro.wikipedia.org/wiki/Ianuarie







http://ro.wikipedia.org/wiki/Ianuarie




E(oluia Ci"rei !e A"a#eri

Ani//= //4 //3 //< //2

Trim.I 1 2 2 / /

II 17 2/ 2/ /7 4III 2 2 2 // /IV 1H 27 27 / H

Toal 2/ 1/ :// :4/ :1/

Gama de produse,

Inerne;A'onamene

Pa#)ee Di%i Ne Ca'lelin?

Di%i Ne Fi'erlin? Di%i Ne Ca'lelin? : Di%i Ne Ca'lelin? T#" %un#6%e", "n$%us" TVA

23 /3

Lt"&e !e *n! &"& "n'#su% tu

/ M*s M*s

Lt"&e !e *n! &"& "n"nte#net

/ M*s M*s

T#"$ $u %t"&e !e *n!&"& "n "nte#net

ne%"&"tt ne%"&"tt

Pa#)ee Di%i Ne Fi'erlin?

Di%i Ne Fi'erlin? Di%i Ne Fi'erlin? : Di%i Ne Fi'erlin? T#" %un#6%e", "n$%us" TVA

23 /3

Lt"&e !e *n! &"& "n'#su% tu

M*s 1 M*s

Lt"&e !e *n! &"& "n"nte#net

M*s 1 M*s

T#"$ $u %t"&e !e *n!&"& "n "nte#net

ne%"&"tt ne%"&"tt

Tele(iziune @A'onamene

11



Pa#)ee !e 'aza !e ele(iziune analo%i#a &rin #a'lu

Ti& &a#)e analo%i# Nr. #anale TVTari" lunar

7lei- in#lusi( TVA9B? 2

Et# 3 /2B? S(e$"% 3 2

Pa#)ee #om&le5e !e ele(iziune analo%i#a &rin #a'lu

Ti& &a#)e analo%i# Nr. #anale TVTari" lunar

7lei- in#lusi( TVA9B?KJBO 1 /2Et#KJBO 4 /3B? S(e$"%KJBO 4 /2

Pa#)ee !e 'aza ale ele(iziunii !i%iale &rin #a'lu Di%i TV

Ti& &a#)e analo%i# Nr. #anale TV Nr. &osuri ra!ioTari" lunar

7lei- in#lusi( TVA9B? D"<"t% 7 H 2Et# D"<"t% H7 H /2B? S(e$"% D"<"t% H7 H 2

Pa#)ee !e 'aza ale ele(iziunii !i%iale &rin saeli Di%i TV Saeli

Ti& Pa#)eDi%ial

Nr. #anale TVB Nr. &osuri ra!io Tari" lunar7lei- in#lusi( TVA9

P'(u%# @ 1B? 43 12 2Et# 1 74 12 23Et# 2 73 12 23Et# 2 P'(u%# @ 2Et# C'&(%et H4 12 //

Tele"onie @ A'onamene

A*'n&ent D"<"t te% 2 ne%"&"tt 2,H eu#' %un#, "n$%us" TVAA*'n&ent DIGI te% s'$"t %e" %un#, "n$%us" TVAA*'n&ent DIGI te% ?e#' %e" %un#, "n$%us" TVA

• ROM!"!COM

12

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/pachet-baza

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/pachet-extra

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/oferte-regionale/baza-special

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/baza-extra-hbo


http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/oferte-regionale/baza-special-hbo

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-digital/pachet-baza-digital

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-digital/pachet-extra-digital

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-digital/oferte-regionale/baza-special-digital

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-popular

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-baza

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-extra-1


http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-extra-2-popular

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-extra-complet

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/pachet-baza

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/pachet-extra

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/oferte-regionale/baza-special



http://www.rcs-rds.ro/televiziune-digi-tv/cablu-analogic/oferte-regionale/baza-special-hbo

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-digital/pachet-baza-digital

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-digital/pachet-extra-digital

http://www.rcs-rds.ro/televiziune-digi-tv/cablu-digital/oferte-regionale/baza-special-digital

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-popular

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-baza



http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-extra-2-popular

http://www.rcs-rds.ro/televiziune-digi-tv/satelit/pachet-extra-complet



Du(+ 13H3 se -n""nțe?+ ROM@POST@TELECOM, $ '(e#t'# !e stt -n !'&en"u%te%e$'&un"$ț""%'#, ('ste" s" *#'!$st"n<. In 1331, R'&te%e$'& !e"ne '(e#t'# !e stt-n !'&en"u% te%e$'&un"$ț""%'#, $u &'n'('% -n !'&en"u% se#"$""%'# !e *?+ $0te#e(e#e %e st+#"" &'&entu%u": (enet##e se#"$""%'# !e te%e'n"e t"n<e 3,, te>n'%'<"'%'s"t+ e# n%'<"$+, -n &e!"u% #u#% se '%'seu (#e('n!e#ent $ent#%e &nu%e, (este

/. !e $'&un"t+ț" nu e#u $'ne$tte % #ețeu te%e'n"$+. 1337 este nu% $n!R'&te%e$'& !e"ne s'$"ette (e $ț"un" s" este (#e<+t"t+ (ent#u (#"t"?#e.

Este ' $'&(n"e !e te%e$'&un"$)"" !"n R'&0n", $#e !e)"nut &'n'('%u% -n te%e'n""+ (0n+ % 1 "nu#"e 2/. n (#e?ent 6"un"e 21 $'&(n" #e 2,4 &"%"'ne $%"en)" !ete%e'n"e "+. C'&(n", !e)"nut+ "n")"% !e sttu% #'&0n, (#)"ne Organizaţiei Elene de

Telecomunicaţii OTE, $#e #e ,1 !"n $)"un". Restu% !e ,33 !"n $)"un" u#+&s -n ('ses" sttu%u" #'&0n. R'&te%e$'& !e)"ne, !e se&ene, / !"n $)"un"%e'(e#t'#u%u" #'&0n !e te%e'n"e &'*"%+ C's&'te R'&0n". P#"n$"(%e%e !'&en"" !e$t""tte %e $'&(n"e" sunt: te%e'n" "+, "nte#net ;" te%e"?"une !"<"t%+ (#"n ste%"t.

Ci"ra !e a"a#eri 6&"%"'ne eu#':

Gama de produse#

Inerne;A'onamene

C%"$net P'e# : ,3 %un+ +#+ TVA 67, $u TVAC%"$net P%5: , %un+ +#+ TVA 6, $u TVAC%"$net Su#: 2,3 %un+ +#+ TVA 6/,4 $u TVA

C%"$net M'*"%e:

Ser(i#iu inernemo'il

Dura+#onra#

Tari" mo!em US "+r+ TVA * #u

TVA

Tari" lunar "+r+ TVA * #u

TVAC%"$net M'*"%e ,

GB2 n" ,H 1,1

,3 4,1

C%"$net M'*"%e 2GB

4,3 H,4

C%"$net M'*"%e 4GB

12 1,3

An //0 //1 //2 //< //3

C"# !e $e#" H7,7 H43,H H71,3 H3,H 323,7

1/



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http://ro.wikipedia.org/wiki/Telecomunica%C8%9Bii




http://ro.wikipedia.org/wiki/1_ianuarie


http://ro.wikipedia.org/wiki/Iunie



http://ro.wikipedia.org/wiki/OTE


http://ro.wikipedia.org/wiki/Cosmote_Rom%C3%A2nia







http://ro.wikipedia.org/wiki/1_ianuarie





http://ro.wikipedia.org/wiki/Cosmote_Rom%C3%A2nia




Tele(iziune @A'onameneD'%$e St# K Re% : @7 $n%e @ 7,H %un+ +#+ TVA 63,7 $u TVA

D'%$e St# K JD 3,H %un+ +#+ TVA 612,2 $u TVA

P$>et D'%$e V#"t: 3 $n%e @ /,3 %un+ +#+ TVA 6,H $u TVA

P$>et D'%$e St#:@7 $n%e@ ,3 %un+ +#+ TVA 64,1 $u TVATele"onie @ A'onameneV'$e O#"un!e K: 1,H %un+ +#+ TVA 61/, %un+ $u TVAV'$e O#"un!e K: 1,H %un+ +#+ TVA 61/, %un+ $u TVAV'$e F" Ne%"&"tt: 3 %un+ +#+ TVA 611,2 %un+ $u TVAV'$e F" 1K: 7 %un+ +#+ TVA 6H,7 %un+ $u TVAV'$e F" 1: 4,2 %un+ +#+ TVA 67,7 %un+ $u TVA

A'onamene Vo#e Mo'il+ .

Frien! Mo'ile : / %un+ +#+ TVA6/,72%un+ $u TVAFamil Mo'ile: :/ %un+ +#+ TVA 612,%un+ $u TVA

Smar Mo'ile: :3 %un+ +#+ TVA 6 1H,4%un+ $u TVA

Demersuri $ntreprinse de %irmă la nielul pieţei de re%erinţă

In nu% 21, (#"'#"tt"%e UPC u 'st %e<te !e %ns#e $&(n"e" !e t'&n, "n<ene#% "n se(te&*#"e s" '$t'&*#"e $n! &'#"tte '(e#t'#"%'# te%e$'&, !# &" %es $e"!e te%e"?"une, u en"t $u n'" (#'!use s" se#"$"" (ent#u t#<e#e $%"ent"%'#. O*"e$t"e%eu 'st st#ns %e<te !e $est "nte#%, "n%"tte ""n! $#este#e s" $'ns'%"!#e *?e" !e$%"ent". Ce% &" &u%t u $#es$ut (e se<&entu% !e te%e"?"une !"<"t%, "# $e%e%%tese<&ente u $#es$ut, !# &" (ut"n. Au 'st (e#"'!e "n $#e (#"'#"tte u ut!e?'%t#e #ete%e" '#" %ns#"%e !e se#"$"" n'".

P"t !e $*%u este !estu% !e &tu# s" !"e#ent ' $e $'&(n" $#e 'e# (#'!usu% !e $#e #e ne'"e $%"entu%, !# s" su('#tu% $u $#e s@% (st#e?e, e(%"$See#"n Ps$u, !u<n! $ "n u#&t'#e (e#"'! UPC se $'n$ent# (e$'ns'%"!#e *?e" $tu%e !e $%"ent" s" &" %es (e ?'n !e $ust'&e# $#e, un %u$#u !e$#e s@ '$u(t &" (ut"n "n (e#"'! !e $#este#e, $n! (#"'#"t#e u 'st !e?'%t#e#ete%e" '#" %ns#"%e !e se#"$"" n'".

Anu% $est $'&(n" %ns se#"$""%e !e "nte#net % "te?e &" &#" s" (e se<&entu%#e?"!ent"%, !u( $e !"n "u%"e 21 "n$e(ut s $'&e#$"%"?e se#"$"" !e "nte#net % "te?e!e !'n%'! !e (n % 1 !e M*(s (ent#u se<&entu% !e *us"ness, 'e#t !#esn!u@se"n s(e$"% IMM@u#"%'#. Pe se<&entu% $'nsu&e# UPC 'e# "nte#net $u "te?e !e (n % 2

1

http://www.romtelecom.ro/personal/voce/abonamente-voce-mobila/friend-mobile/

http://www.romtelecom.ro/personal/voce/abonamente-voce-mobila/family-mobile/

http://www.romtelecom.ro/personal/voce/abonamente-voce-mobila/smart-mobile/

http://www.romtelecom.ro/personal/voce/abonamente-voce-mobila/friend-mobile/

http://www.romtelecom.ro/personal/voce/abonamente-voce-mobila/family-mobile/

http://www.romtelecom.ro/personal/voce/abonamente-voce-mobila/smart-mobile/



!e M*(s, "n t"&( $e $'&(et"t'#"" !e % RCSRDS s" R'&te%e$'& u %nst "nte#net $u"te?e !e (n % 1 M*(s.

T't'!t, UPC uns "n %un "nu#"e $estu" n % 2. !e $%"ent" (ent#u se#"$"u%!e te%e"?"une !e "n%t !e"n"t"e, "n $#este#e $u 2H t !e "n%u% %u" se(te&*#"e 21.C'&(n" "nt#'!us '(t"une JD "n t'&n 21 s" este (#"&u% '(e#t'# !e (e ("t

%'$% $#e %nst $este se#"$"" % n"e% nt"'n%, u%te#"'# u#&n! RCSRDS s"R'&te%e$'&.

In t"&( $e $'&(et"t'#"" RCSRDS, !# &" %es R'&te%e$'& $ $>"?"t"" (ent#u &#" nu&#u% !e *'nt", UPC R'&n" se $'n$ent#e? $e% (ut"n "n 211 (e $#este#e'#<n"$ "n $ee $e (#"este $%"ent"" n'".

Micromediul %irmei

FurnizoriiR'&0n" u "n%"?t % 1 '$t'&*#"e u?"une $u Ast#%Te%e$'& ;" %te 1/

s'$"et+)":A%tnet SRL, Ass"st Inte#net SRL, Bus"ness A!"s'#5 Un"t SRL, Ast#%Te%e$'&C'&(n5, Cn! S5ste&s Inte#net SRL, C'nsu%tens Net'#"n< SRL, Eu#'netG#'u(SRL, Gen"us Net'# S5ste& SRL, IT e* SRL, Net# Te%e C'& SRL, R'&estE%e$t#'n"$ SRL, St%"ne C' SRL ;" T#ns"%n" Te%e$'& SRL

Clienii Num+rul !e #lienţi ai #om&aniei UPC 6n România sun !u&+ #um urmeaz+,

Tele(iziune &rin #a'lu analo%i#Daa //0;/0 //1;: //2;: //2;/< //<;/< //3;/<

Clienii 12./// 001.// :.:13./// :.=</./// :.=:/./// 0//.///

Tele(iziune &rin #a'lu !i%iala,Daa //0;/0 //1;: //2;:Clieni /.0// ://./// =2.///

Tele(iziune !i%iala &rin saeli7DT89,12.7 $%"en)" -n &#t"e 2H 67.1 $%"en)"-n"un"e 27Inerne,

Daa //0;/0 //1;/0 //2;/3 //<;/< //3;/3Clieni 3<.4// 3.=// :1:./// :=1./// 1:.1//

Tele"onie "i5a:Daa //0;/0 //1;: //2;: //<;/< //3;/<Clieni :44.3// :4.3// 0<.// 2./// 44.3//

1



E(oluia #i"rei !e a"a#eri &e anii //1;//0

In!i#aori !in Conul !ePro"i si Pier!ere //1 //0

C"# !e $e#" H.33.24 4.3/4.1/7T't% en"tu#" 444.13.47 4.H14.21T't% $>e%tu"e%" H34./72.33H 1.13.4.34P#'"t *#ut @2/.1H2./1 @/4.H2H.4P#'"t net @2/.1H2./1 @/4.H2H.4 Nu&# s%#"t" 2.22 1.32

Con#ureniPrin#i&alul #on#uren &e &iaţa româneas#+ 6n !omeniulele#omuni#aţiilor ese RCS

@ RDS- #are "urnizeaz+ #omuni#aţii &rin #a'lu Giinerne 6n a&ro5imai( <2 oraGe!in ţar+-!ar si Romele#omul.

RCS > RDS ste un "&('#tnt '(e#t'# !e se#"$"" !e te%e$'&un"$t""!"nR'&n". C'&(n" 'st "n""ntt "n 133. D'" n" &" t#?"u, <#u(u% RCS s@$'ns'%"!t s" 'st (#e<t"t (ent#u n'" "nest"t"".

RCS RDS este "n (#e?ent un u#n"?'# "&('#tnt !e se#"$"" !e $$esInte#net *#'!*n!, !"nt#e '(e#t'#"" !e $*%u !"n R'&n", !ese#"n! (este 1,2 &"% !e*'nt" (ent#u se#"$""%e !e te%e"?"une 6$*%u s" ste%"t, (este 2. !e *'nt" %se#"$""%e !e$$es Inte#net s" %t" (este /. !e *'nt" % se#"$""%e !e te%e'n"e.

Romele#om este ' $'&(n"e -n &";$#e (e ("t $'&un"$ț""%'# !"nR'&n". nu%t"&"" n" R'&te%e$'& e'%ut "nte%"<ent, $u &u%te e'#tu#", !e % un 'st&'n'('% !estt % ' $'&(n"e (#"t+, $'ne$tt+ % te>n'%'<" s'"st"$t+ $estu"&"%en"u.R'&te%e$'& 'e# st?" se#"$"" !e "n$#e!e#e, "n't'#e s" us'# !e'%'s"t, !e %t#!"t"'n% te%e'n"e ", % Inte#net !e $e &" *un $%"tte, te%e"?"une!"<"t%, IPTV,!# s" $e% &" s"<u# s(t"u !e <?!u"#e !e !te !"n R'&n", se#"$""$'&*"nte !e !te s"'$e s" un (#'<#& (e#&nent $'nt#'%t s" "&*untt"t !e Cust'&e#C#e.

14



Analiza SHo a #om&aniei UPC

Pun#e ariW%"!e# (e (") CATV $u ' $'t+ !e (")+ 4 W (#e?en)+ (ute#n"$+ (e (") $("t%e" 67 !"n (") CATVWs"n<u#u% '(e#t'# -n une%e #e<"un" %e )+#""W (#"&u% u#n"?'# n)"'n% %te#nt" !e te%e'n"e "+ !"n R'&0n"W#e)e !e te%e$'&un"$)"" &'!e#n"?t+ -n (este H !"n su(#) )+#""We(e#"en)+ -n $>"?")" un'# "#&e "nte<#teW$s>@%' $#e s"<u#+ !e?'%t#e $e#""We"!en)"e#e "&('#tn)e" "!ent"t+)"" !e &#$+

Pun#e sla'eW!e(#t&ent !e &#et"n< '#&t !"n (e#s'ne +#+ ' e(e#"en)+ &#e -n !'&en"u

W ' #e$ent *'#!#e s(#e $%"ent e#sus ' *'#!#e '#"entt s(#e te>n'%'<"e 6(#'<#&e !et#<e#e ;" "!e%"?#e $%"en)" #e$ent %nsteW!u( $>"?")"'n#e M"n"st s#% e"st+ un st!"u "n$"("ent % #e'#<n"?+#"" "nte#ne

O&oruni+ţiW$'ns'%"!#e ("e)e" se#"$""%'# "nte#netW%"*e#%"?#e te%e$'&un"$)""%'#Wn'"%e %e<" $#e u un "&($t &" &#e -n %u(t -&('t#" ("#te#"e"W%ns#e n'u%u" se#"$"u !e te%e'n"e "+W!e?'%t#e ('#t''%"u%u" !e se#"$"" !e $'&un"$)"" "nte<#te 6(%"$)"" !e '$e (e"nte#netV'"$e Oe# IP ;" (%"$)"" "!e' (e "nte#net@V"!e' Oe# IPW(e (") se#"$""%'# !e Inte#net ;" t#ns&"s"un" !e !teW#est#"$)"'n#e "nt#'!u$e#"" "*#e" '(t"$e -n une%e #e<"un"Wten!"n) !e s$+!e#e (#e)u#"%'# (e (") se#"$""%'# !e Inte#net ;"t#ns&"s"un" !e!teW(#")" un'# n'" '(e#t'#" !e te%e'n"e "+ % (#e)u#" &" s$+?uteW(#")" s"ste&e%'# DTJ % (#e)u#" $'&(et"t"e

Ameninţ+riW$'n$u#en)+ (ute#n"$+ (e (") se#"$""%'# !e Inte#net ;" t#ns&"s"un" !e !teW#est#"$)"'n#e "nt#'!u$e#"" "*#e" '(t"$e -n une%e #e<"un"Wten!"n) !e s$+!e#e (#e)u#"%'# (e (") se#"$""%'# !e Inte#net ;"t#ns&"s"un" !e!teW(#")" un'# n'" '(e#t'#" !e te%e'n"e "+ % (#e)u#" &" s$+?ute(#")" s"ste&e%'#DTJ % (#e)u#" $'&(et"t"e

17



S

S"tu)"e e$'n'&"$'@"nn$"#+. C't !e (")+ st*"%+.

C'nt#$te e#&e (e te#&en %un<. D"e#s"ttte 'e#te" !e (#'!use C($"tte &#e !e !(t#e %

$e#"n)e%e ("e)e".

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Pe#s'n% !e &#et"n< (u)nu&e#'s ;" +#+ ' (#e<+t"#$'#es(un?+t'#e.

P#e)u#" #"!"$te %e se#"$""%'# -#('#t $u $'n$u#en).

P#'&'#e "nsu"$"ent+ 0n?+#"%'#.

C($"tte &#e !e ne<'$"e#e $'n$u#en)e".

O

C'nst"tu"#e une" e$>"(e!e <en)" !e 0n?+#" ;"

(#'&'#e $#e s+ "n+$u "!e" $#et"e ;""n't"e !e 0n?#e.

Cu$e#"#e %t'# ("e)e !"n%te #e<"un".

St*"%"#e unu" (#'<#&!e (#'&'#e "ntens"+

(ent#u t#<e $0t &"&u%)" $%"en)".

&*un+t+)"#e n"e%u%u"!e st"s$)"e %$%"en)"%'#.

&*un+t+)"#e <#!u%u"!e $un';te#e "#&e"!e $+t#e (u*%"$.

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• A!(t#e $'nt"nu+ % $e#"n)e%e ("e)e" (ent#u st"s$e $e#"n)e%e$%"en)"%'#.

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T C'n$u#en) $e#*+. S$+!e#e $"#e" !e

$e#". P#e)u#" #e!use (ent#u

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'*"e$t"e (ent#u e ' "?"une$%#+ $t""t+)"" !e 0n?#e.

1H



Srae%ia S;O

Pent#u #eus" s+ $#es$+ $'t !e (")+, $'&(n" # t#e*u" s+ se&ne?e $'nt#$te $u n'"

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et"n!+ $t""tte "#&e" -n %te ?'ne.

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s+ $#ee?e $ent#e !e s"sten)+ (ent#u $%"en)" (ent#u % ne'"%e ;" $e#"n)e%e %'#.

Srae%ia S;T

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t#e?es$+ "nte#esu% (ent#u $+ !t'#"t+ "#&e%'# $'n$u#ente, !"n $e -n $e &" (ute#n"$e, se

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%u" (e (")+. Se '*se#+ !e se&ene ;" ' e'%u)"e ne$es"t+)"%'# !e $'nsu& se#"$""%'#,

(t $e -" !ete#&"n+ (e $'nsu&t'#" s+ !e"n+ !"n $e -n $e &" !#st"$" -n (#""n)

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ne(+#t s+ (#+ ;" $#$te#"st"$" $'&e#$"%e $u& t ": $$es"*"%"tte se#"$"u%u",

$($"tte !e #+s(uns, ten)" $'#!t+ $%"entu%u", %e"*"%"tte $'n"<u#)"e" se#"$"u%u"

et$.

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$'&(n" # t#e*u" s+ #e$u#<+ % $u#su#", !"s$u)"" )"nute !e $'nsu%tn)" ;" "nst"tute

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*#';u#", (%"nte, #e$%&e -n &ss@&e!". T't'!t+ $'n"n;" ""n! !e &(%'#e

en'&enu%u" "n'#&)"'n% ;" !e ('ten)"%u% $estu" &"%'$ !e (#'&'#e, "#& # t#e*u"

s+ "*+ $'nst#u"t+ (#'(#" (<"n+ e*, ste% $ -n '#"$e &'&ent !"n '#"$e $'%) % )+#"", un ('ten)"% $%"ent ('te s+ "?"'ne?e se#"$""%e.

P#e)u% $(+t+ un #'% t't &" &#e -n #e%"?#e e$>"%"*#u%u" $e#e#"" $u 'e#t. P#'!use%e

$u (#etu#" $$es"*"%e -nt#unes$ ' !e?"une s('#"t+ -n #0n!u% &u%t'# se<&ente !e

$'nsu&t'#". O('#tun"t+)"%e (# !"n ('%"t"$ "#&e" !e @;" (+st# ' "&<"ne *un+ (e (")+

13



(#"n s"<u##e un'# se#"$"" !e $%"tte ;" -&*un+t+)"#e $'nt"nu+ $est'#, % (#e)u#"

$'&(et"t"e.

Srae%ia ;T

F"#& # t#e*u" s+ e%*'#e?e un set !e 'e#te tentnte, % (#e)u#" $$es"*"%e

ut"%"?t'#"%'#, s+ 'e#e nte ;" #e!u$e#" $%"en)"%'# e"sten)" (ent#u $e )+

$'n$u#en)e".

C($"tte &#e !e ne<'$"e#e !"n (#te $'n$u#en)"%'# este un %u$#u '#te "&('#tnt

-n e%*'##e st#te<""%'# ;" t$t"$"%'# !e 0n?#e ;" -n st*"%"#e '*"e$t"e%'#. T#e*u"e

$un's$ut+ '#te *"ne $'n$u#en), &et'!e%e %'# !e t#<e#e $%"en)"%'# (ent#u (ute

(#een" #et#<e#e $%"en)"%'# e"sten)" su (ent#u #eu;" !u$e#e un'# n'" -n $'&(n"e.

Sa'ilirea o'ie#i(elor &ri(in! &olii#a !e (ânz+ri Gi a&li#area srae%iilora!e#(ae &enru a s&ori (ânz+rile

n u#& n%"?e" SOT ;" n%"?e" !"n (e#"'!e%e nte#"'#e, & $'ntu#t ' se#"e !e

'*"e$t"e st#te<"$e $#e t#e*u"e -n!e(%"n"te !e $+t#e "#& (ent#u $0;t"< $%"en)", (ent#u

@" (+st# (e $e" e"sten)" ;", e"!ent, (ent#u @;" $#e;te en"tu#"%e.

• CreGerea (olumului !e (ânz+ri Gi a #oei !e &iaţ+ a so#ie+ţii

F"#& s"@# !'#" s+ $#es$+ '%u&u% 0n?+#"%'# $u $e% (ut"n 2 ;" $'te" !e (")+ !e% 2 $0t este -n (#e?ent, % /2 (0n+ % &"%'$u% nu%u" 23. D# !t'#"t+ $'n$u#en)e"

'#te (ute#n"$e (e $est se<&ent ;" (#e"?"un"" +$ute, n"e%u% 0n?+#"%'# " -n

s$+!e#e )+ !e nu% nte#"'# ;" nu $#e! $+ #e ;nse !e #eu;"t+ (ent#u t"n<e un ste% !e

'*"e$t".

T'tu;", #e$'&! s+ se "&(%e&ente?e ' ('%"t"$+ <#es"+ (#e)u#"%'# &"$" ;" $&(n""

!e &#et"n<, $u s$'(u% !e ('n!e# s$+!e#e % n"e%u% se#"$""%'# ;" s+ se -n$e#$e

se&n#e !e $'nt#$te $u n'" $%"en)" su (#"n !e?'%t#e $e#"%'# $u $%"en)"" e"sten)" ;"

!e se&ene s+ -n$e#$e s+ et"n!+ $t""tte "#&e" -n %te ?'ne.

• CreGerea (olumului a#i(i+ţilor !e &romo(are a (ânz+rilor

C'ns"!e# $+ $est '*"e$t" este unu% "&('#tnt, !e'#e$e (#'&'#e 0n?+#"%'#

#e(#e?"nt+ un (un$t s%* % $'&(n"e". De $ee sunt !e (#e#e $+ t#e*u"e *'#!t+ '

2



(u*%"$"tte "n'#&t"+ "ntens -n (e#"'! 'e#te%'# (#'&')"'n%e ;" -n &'&ente%e %ns+#""

un'# se#"$"" n'" su *?te (e n'" te>n'%'<"". De se&ene $'&(n" # (ute !e#u%

$&(n""%e !e "n'#&#e $%"en)"%'# (#"n (#'(#"u% $n% !e $'&un"$)"e (ent#u $%"en)""

e"sten)" su (#"n t#"&"te#e !e &ese (e te%e'ne%e &'*"%e %e $%"en)"%'# su (#"n

nu&"te &ese $#e s'ses$ ' !t+ $u $tu# (#"n (%"$, (#"n "nte#&e!"u% #!"'u%u",

te%e"?'#u%u", ?"#e !e t"# &#e.

O("n" &e este $+ ;" ' #e%)"e st*"%+ $u (#es, (#t"$"(#e % een"&ente '#<n"?te,

s('ns'#"?#e nu&"t'# $)"un" # (ute@' $e &" t#$t"+ $%"en)"%'# ('ten)"%" ;"

$#ee?+ un t;&ent % $%"en)"%'# $tu%" )+ !e $est.

• Fi!elizarea &ermanen+ a #lienţilor &rin !i(erse a#ţiuni

C'nsu&t'#u%u" !e se#"$"" !e te%e$'&un"$)"" t#e*u"e s+@" "e $'#!t+ ten)"

$uen"t+, $+$" !$+ nu se '*)"ne $'%*'##e $u $%"entu% n"$" se#"$""%e nu ('t " !e $%"tte,

nu ('t st"s$e -nt'$&" e"<en)e%e $estu".

I&('#tn) "!e%"?#"" $%"en)"%'# # "&(une $#e#e unu" !e(#t&ent

s(e$"%"?t -n $!#u% "#&e" (ent#u $+ este esent"% s+ "e "!ent""$te &'t"e%e

(ent#u $#e $%"en)"" !'#es$ s+ #enun)e % se#"$"", se<&ente%e !e (")+ !"n $#e

$e;t" $ (#te (#e$u& ;" s'%u)"" !e !"&"nu#e #te" !e (%e$#e $%"en)"%'#

e"sten)".

• E5in!erea num+rului !e uilizaori

De se&ene (ent#u et"n!e nu&+#u% !e ut"%"?t'#" " nu&"t'# se#"$"" #e$'&n! se

ee$tu:

Re!u$e#" !e (#e) (ent#u nu&"te (e#"'!e !e t"&( 6s$ut"#" su #e!u$e#" !e

*'n&ent (ent#u un nu&+# !e %un", t#"e #e!use (ent#u ' nu&"t+ (e#"'!+, un

nu&+# !e &"nute !e $'n'#*"#" <#tu"te su ' nu&"t+ $nt"tte !e se#"$"" <#tu"te

et$..

P's"*"%"tte $>"?")"'n+#"" unu" te#&"n% % un (#e) su*en)"'nt !e $+t#e $'&(n"e

-n &'&entu% *'n+#"".

Oe#"#e un'# nte ;" #e!u$e#" $%"en)"%'# e"sten)" -n $?u% -n $#e $e;t"

$'n"n< %te (e#s'ne s+ se *'ne?e.

21



Oe#"#e un'# nte su(e#"'#e )+ !e 'e#t (#'&')"'n%+ stn!#! % un

&'&ent !t $%"en)"%'# $'n$u#en)e" $#e # !e$"!e s+ se %+tu#e $'&(n"e".

• CreGerea &ro"iului.

Re!u#erea &reţurilor &enru a "i #â mai ara#i(e &enru &oenţialii #lienţi-

!ar Gi &enru #ei e5isenţi.

P#e)u% $(+t+ un #'% t't &" &#e -n #e%"?#e e$>"%"*#u%u" $e#e#"" $u 'e#t.

P#'!use%e $u (#etu#" $$es"*"%e -nt#unes$ ' !e?"une s('#"t+ -n #0n!u% &u%t'# se<&ente !e

$'nsu&t'#".

De $ee # t#e*u" ut"%"?te t't &" &u%t $n%e%e s$u#te !e !"st#"*u)"e ;" '#&e%e !e

0n?#e !"#e$t+. A$est+ ten!"n)+ este #e?u%ttu% ('n!e#"" &#" (e $#e ' u $>e%tu"e%"%e !e

!"st#"*u)"e -n t't%u% (#e)u%u" !e 0n?#e, !t'#"t+ $+#'# une'#" (#'!use%e un< %

$'nsu&t'#" % (#e)u#" "n$$es"*"%e, $u t'te $+ (#'!u$+t'#u% %e #e%"?e?+ % $'stu#"

$'&(et"t"e.

P#"n -n!e(%"n"#e $est'# '*"e$t"e $u su$$ess, $'&(n" se ('te ;te(t % '

$#e;te#e 0n?+#"%'# ;" -n (e#"'! u#&+t'#e, !e'#e$e (") 'e#+ -n$+ #esu#se !e

$#e;te#e ;" n'u 'e#t+ " (#"&"t+ ('?"t" !e $%"en)".

22



STRATEJII DE FIDELIKARE

:. OIECTIVELE FIDELIKRII

P#"&u% n'st#u '*"e$t" u#&#este $#este#e #te" !e #een"#e $%"ent"%'#P#'*%e&t"$".

A% II@%e '*"e$t" $'nst "n $#este#e ('tent"%u%u" !e #e$'&n!#e (#"n"nte#&e!"u% $%"ent"%'# St#.

. DOMENIUL DE REFERIN

D'#"& s ne "!e%"?& tt $%"ent"" P#'*%e&t"$" % n"e% !e (#'!us, $t s" $%"ent""St# % n"e% !e &#$.

=.JRUPURI TINTA DE FIDELIKARE

C%"ent" St#: 621X2C%"ent" Se&n !e "nt#e*#e: 6221X1C%"ent" P#'!u$t"": 6/21X1

C%"ent" P#'*%e&t"$": 6121X

4. MODALITI DE FIDELIKARE

Pent#u ne t"n<e '*"e$t"e%e (#'(use ne & (e $e%e !'u $te<'#"" !e $%"ent""?te nte#"'#.

C%"ent" P#'*%e&t"$" "" '& "!e%"? (e *? $tu% (#"n e%e&ente !e ntu#$'nt#$tu%, "# (e $e" St# (e *? e&'t"'n% (#"n te>n"$" !e &#et"n< s" $'&un"$#e.

3. INSTRUMENTE DE FIDELIKARE

C%"ent"" P#'*%e&t"$":1. Oe#t (e#s'n%"?t2. C'&n! 'n@%"ne/. B'nus

. F'#u&

2/



C%"ent" St#:1. C%u* $%"ent"2. Een"&ente/. E@&"%@u#" (e#s'n%"?te. C!'u#"

2



Clienti pro'lematici 1. Oe#t (e#s'n%"?t $'nst "n $'&*"n#e te%e"?"un"" $u '#"$e %t se#"$"u !e

Inte#net s"su te%e'n"e, "e$#e $%"ent n! ('s"*"%"tte !e @s" $'&(une s"n<u#

($>etu% !e se#"$"" $'n'#& ne'"%'# s%e.Tele(iziune ,

TV D"<"t% O(t"&@ 4 !e $n%e@ 2 %e" %unTV D"<"t% F&"%" 3/ !e $n%e / %e"%unTV D"<"t% M"&@ 11 $n%e@ %e" %un

Me!"*' $u DVR@ Me!"*' $u "n#e<"st##e !"<"t% @ ('t" "n#e<"st# "n '#&t!"<"t% e&"s"un"%e TV (#ee#te.@1 %e"%un

Me!"*' $u DVR s" JD@Me!"*' $u "n#e<"st##e 6DVR s" $(*"% s #e!e (#'<#&e "n '#&t J"<> De"n"t"'n 6JD@ 2 %e"%un

JBO MAYPA9 $'nt"ne JBO, JBO JD, JBO C'&e!5, C"ne& @12%e"%un.

Inerne,

F"*e# P'e# 1 M*(s@ 1 %e"%un F"*e# P'e# 2 M*(s@ 2 %e"%un F"*e# P'e# 4 M*(s %e" %unF"*e# P'e# 12 M*(s %e" %un.

Tele"onie,

ALO Esent"% %e" %un, ne%"&"tt "n #ete ALO Se# s" eeen! 1 %e" %un, ne%"&"tt "n #ete K #ete%e%e nt"'n%e"e, "n # '#e%'# !e #

ALO N'n@st'( 2 %e" %un, ne%"&"tt "n #ete K #ete%e%e nt"'n%e "e,'#"$n!

ALO O#"un!e 1 1 %e" %un, 1 &"nute "n$%use $t#e: '#"$e #ete " !"nR'&n", '#"$e #ete &'*"% !"n R'&n", #ete%e "e !"n EUROPA

ALO O#"un!e 2 2 %e" %un, 2 &"nute "n$%use $t#e: '#"$e #ete " !"nR'&n", '#"$e #ete &'*"% !"n R'&n", #ete%e "e !"n EUROPAK te%e'n # "#<#t"s

Inte#nt"'n% 4@ 4 !e &"nute "n$%use $t#e #ete%e%e "e !"n %te t#".@ %e"%un.

2. Un nt 'e#"t $%"ent"%'# este $e% !e @s" $'&n! 'n@%"ne ($>etu% !e se#"$""%es !"#e$t !e (e s"te@u% n'st#u.

/. L '#"$e *'n&ent n'u %es , $%"ent"" '# (ute *ene"$" !e / %un" <#tu"t , (ent#u$'nt#$te "n$>e"te (e 12 %un".

. A$est'# $%"ent" %e '& $#e un '#u& , un!e "s" '# !#es '#"$e ne%&u#"#e $u (#""#e % se#"$""%e n'st#e.



Clienti Star

1. UPC R'&n" "n""nte? un $%u* s(e$"% (ent#u $%"ent" st#. In $!#u% $estu" $%u*

$%"ent"" '# *ene"$" !e !"e#"te nte $u& # " (#t"$"(#e % een"&ente,$'ne#"nte s" nu&"te !"s$'unt@u#".2. UPC R'&n" '#<n"? un een"&ent $u '$?" "&(%"n"#"" 1 n" !e

$t""tte "n u!etu% B$u. A$est e %'$ (e !t !e 21 M" 211, "n "n$"nt$%u*%u", "n"tt" (#"n$"(%" '# " &e&*#"" $%u*u%u" St#. In $!#u% $estu"een"&ent '& %ns se#"$"u% "#e%ess, $#e (e#&"te $%"ent"%'# s@s" $'ne$te?e %"nte#net tt ($@u#"%e, $t s" !"s('?"t"e%e "F" "n '#"$e $'%t % $se".

/. Bene"$""n! !e !te%e (e#s'n%e %e $est'# $%"ent" , '& t#"&"te e@&"%@u#" (e#s'n%"?te $u "n'#&t"" #ee#"t'#e % 'e#te%e s(e$"%e %e "#&e", e%"$"t#" $u'$?" ?"%e%'# %'# !e nste#e, (#e$u& s" $>est"'n#e 'n@%"ne "n $#e s@s" e(#"&e<#!u% !e st"s$t"e "n %e<tu# $u se#"$""%e UPC.

. In un$t"e !e e$>"&e (e $#e $%"ent"" n'st#" ' u %tu#" !e n'",$est" '# (#"&",nu%, !"e#"te $!'u#" $u& # " : <en!e, ("u#", $%en!#e, &e&'#5@ st"$, e*@$&@u#" su* s"<% UPC.



Nr.#r

Nume si &renume Lo#aliaea Judetul Duratamedie arel cuclientul

Valoarea medielunara

Cae%oria !e&ro!us#um&ara

:. Rusu A!ela a#au a#au 2 ani 24-4 lei ALOEsential

. usuio#An!rei

8ol a#au 5 ani :2/lei Pachet(3+

=. Nasa#An!reea

u)o#i a#au 3 ani !"#" lei ALOEsential

4. RomanAle5an!ru

a#au a#au 5 ani 5$ lei %&eed3 '&s

3. SimonSil(iu

a#au a#au ) an *$ lei %&eed3 '&s +Dii ma,

<. Po&a A!rian Fili&esi a#au 2 ani )2" lei ALOEsential +s&eed 3

2. Damian Larisa Li(ezi a#au 2 ani )5$ lei -V Diit#'a,im+ ALO2$$

1. u!auMarius

Onesi a#au " ani )$$ lei ALO2$$

0. DarieIuliana

Moinesi a#au 3 ani )!$ lei Pachet(3+

:/. O&reaCrisi

a#au a#au 2 ani 5$ lei %&eed3 '&s



u%eul &ro%ramului !e "i!elizare &enru #lienii Sar

Inst#u&ente C'stun"t# N#. $%"ent" T't% 6#'n

Inst#u&ent 1

1.1. In$>"#"e#e $%!"#e @ @ /1.2. A&en#e @ @ H1./. T"(#"#e s$#"s'#" 1 %eu 1.. E(e!"e#" s$#"s'#" 2 %e" 11.. C>e%tu"e%" (#'t'$'% @ @ 1

Inst#u&ent 2 Cte#"n< @ @ 1Inst#u&ent .1.C%"ent" 4 n"6<en! K(" 2 / 4

.2.C%"ent" 7 n" 6&e&'#5st"$@u#"

1 1 1

./. C%"ent" [ Hn" 6e*@$&@u#"

1

.. An<#e !"st#"*u"t'# @ @ TOTAL /4

In u#& "e!"%"?#"" $%"ent"%'# st# , (#e$'n"?& ' $#este#e !e 2 !"n CA ,!"$1H, &"%"'ne eu#' $u un (#'"t !e 1H,/3 &"%"'ne eu#'.

u%eul &ro%ramului !e "i!elizare &enru #lienii Pro'lemai#i

Inst#u&ente C'st un"t# N#. $%"ent" T't%

Inst#u&entu% 11.1. $'st nunt "n ?"# (t "n<"ne# IT

@ @ 1

1.2. C'st n<#e"n<"ne# IT

@ @ 2

Inst#u&entu% 2 C'st nunt (t '(e#t'# @ @ 1

Inst#u&entu% / / %un" <#t"s 222 1 222

Inst#u&entu% .1. C'st nunt'(e#t'# te%e'n"$

@ @ 1

.2. $'st s&s@u#" . $ent" 1 14

TOTAL 224



In u#& "!e%"?#"" $%"ent"%'# (#'*%e&t"$", (#e$'n"?& ' $#este#e !e 1 !"n CA!"$ 1/, H &"%"'ne eu#' $u un (#'"t !e 1/,7 &"% eu#'.

Pro%ramul !e "i!elizare a #lienilor

P#'<#& !e !essu##e "!e%"?#"" C%"ent"%'# P#'*%e&t"$"

A$t""tt" 6!u#t:1 (#"%"e@1 "u%"e

.Oe#t (e#s'n%"?t:@ $ut#eK n<#e "n'#&t"$"n, $#e " s" !&"n"st#t'#u% s"te@u%u" 61 (#@H (#

@ $#e#e s"te@u%u" (ent#u 'e#t (e#s'n%"?t 611 (#"%"e@1 (#"%"e @ %ns#e 'e#te" (e s"te61 (#"%"e @ ee!@*$ ste(tt "n u#& %ns#"" 'e#te" 61H (#"%"e@22 (#"%"e

*. C'&n! 'n@%"ne:

@ $#e#e s't#e@u%u" !e $t#e $e%s" "n'#&t"$"n 62&"@ &" @ $ut#e unu" '(e#t'# (ent#u $'nt$t $%"ent"" !u( $'&n! %es64 &"@12 &" @ n<#e '(e#t'#u%u" 61/ &"@14 &"

$. T#e" %un" <#tu"t: @ %ns#e 'e#t (#'(#"u@?"s 617 &"

!. F'#u&KL"n"e te%e'n"$ Re%t"" $u C%"ent"" s" De#n&ente:@ $#e#e '#u&u%u"6/ &"@/ "un"e

@ "nt#'!u$e#e !te%'# "e$#u" ut"%"?t'#64 @ 1/ "un"e @ $#e#e un'# use#n&e@u#" K (#'%e61 @21"un"e @ t#"&"te#e un'# SMS@u#" 622 "un"e @2"un"e

@ $#e#e une" %"n"" te%e'n"$e Re%t"" $u $%"ent"627@/"un"e @ $ut#e unu" '(e#t'# (ent#u %"n" te%e'n"$ 61 "u%"e @H "u%"e @ n<#e '(e#t'#u%u"611 "u%"e@1/ "u%"e @ %ns#e (#'(#"u@?"s '#u&u%u"61 "u%"e



Pro%ram !e "i!elizare #lieni &ro'lemai#i



Jru&uri ina ale "!e%"?#""

( ) * * * * *

+ * * * * *

, * * *

P r o % i t a ' i l i t a t e - s u m a p e c ar e a a d u s . o c a pr o % i t s

o c i e t a t i i

UP C C%"enț" STAR

Clieni De ,3;:/ aniPro"ia'iliae,<///// @ :////// lei 3// Clieni 7 3 9

C%"enț"SEMN DE NTREAREClieni !e , : ; 3 aniPro"ia'iliae,<///// @ :////// lei// Clieni 7 :/ 9

C%"enț" PRODUCTIVIClieni !e , 3;:/ aniPro"ia'iliae,2/// @ <///// lei=// Clieni 7 :3 9

C%"en)" PROLEMATICIClieni !e , :;3 aniPro"ia'iliae,2///;<///// lei:/// Clieni 7 3/ 9

(* 0( Perioada de cand e client - ani/

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