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Telenor: Revolutionizing Retail Banking in Serbia Digital Transformation of the Customer Experience

Niessing, Joerg (2017) Telenor: Revolutionizing Retail Banking in Serbia Digital Transformation of the Customer Experience. INSEAD.

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Abstract

On September 1, 2013, Martin Navratil arrived at Telenor Serbia to begin a new job, with a market research report on mobile and online banking in Serbia in his hand. It was, he noted, the same day that Ove Fredheim, the new CEO, was starting. The CEO had already expressed a keen interest in Navratil’s project for a new financial service offering in Serbia. After a long period of strong economic growth followed by a severe recession, Serbia’s economy was starting to pick up. Having liberalized the economy and resolved a number of key political issues, Serbia was a candidate for admission to the EU. Now, Navratil reasoned, would be the ideal time to expand the business portfolio of Telenor, one of the world’s largest mobile telecommunications companies, headquartered in Norway. His immediate mission was to propose a strategy, for which he had to produce a marketing plan that could convince the Telenor Group to move ahead with the launch. The question was, how? Though excited at the opportunity, Navratil felt a shiver of fear: to pursue this opportunity he had left a stable job as CFO of a Serbian bank. To diffuse the stress, he told himself, “This is what I wanted to do all along: to build something completely new.”

Item Type: Article
Subjects: H Social Sciences > HG Finance
H Social Sciences > HG Finance > HG1501-3550 Banking
H Social Sciences > HG Finance > HG1501-3550 Banking > HG1725-1778 Banks and the state. State supervision of banks
Divisions: Fakultas Bisnis > Program Studi Magister Manajemen Teknologi
Depositing User: mr admin umn
Date Deposited: 19 Aug 2019 09:55
Last Modified: 21 Aug 2019 02:42
URI: http://kc.umn.ac.id/id/eprint/6775

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