One way to reduce churn and increase customer satisfaction and retention is by building an online community for your company. Teliasonera have begun a 4 year journey to turn their previous discussion forum into a hub of consumer information and interaction.

Telecoms IQ interviews Juha-Matti Heikkinen, the Business Development Manager, Social Media, at TeliaSonera to discuss how they have been able to build an online community, train their employees and manage customer relationships across digital platforms in a manner that is profitable for their business.