registration document France Telecom 2009 - Orange.com

6 FRANCE
overview of the group’s business
TELECOM’S STRATEGY
observed for several years, and now seems to be established
for the long term. France Telecom aims to roll out the technical
resources to provide, over time and under any circumstances,
these new services which are more numerous and require more
resources than before. To meet this objective, the Group will
adapt its core network infrastructures to the new services and
will provide relevant assistance to all its customers to give them
access to higher bandwidths.
■ simplicity and reliability of products and services
Along with excellence in customer relations, simplicity and
reliability of products and services is one of the core aspects
of service quality and overall customer experience at France
Telecom. These aspects form the core of the Group’ s ambition
and play a decisive role in setting the Group apart from its
competitors and enabling it to benefi t from its customers’
recommendation. These core values are accompanied by two
major challenges: considering simplicity and reliability from
customers’ perspective and continuing the launch of pioneering
market offers, without neglecting the fi ne-tuning and testing
phases needed to develop these offers.
■ excellence in customer relations
Customer relations are at hand in all of Orange’ s contacts
with its customers, including prospects, buyers or end users.
It covers every stage of the customer’ s experience and every
type of transaction in all traditional (stores, call centers, on-site
service) and virtual retail channels. Excellence in this area is
another key force behind the Group’ s ambition.
giving them access to reliable services wherever they are
and however they like. This means providing them with newgeneration
service supported by the development of fi xed and
mobile data networks. Through its innovative growth programs,
the Group has already demonstrated that these new services
drive earnings. The Group therefore aims to continue this
development in its core business and in new growth activities.
The company’ s social - or societal - responsibility should be an
intrinsic part of every aspect of the previous fi ve action plans.
France Telecom aims to give access to information technology
to as many people as possible (for example, customers
in emerging countries, elderly customers and customers
with disabilities), while helping protect the environment and
addressing societal issues such as personal data security and
the protection of children.
Continuing international development
France Telecom also aims to become a global corporation. The
Group hopes to expand its presence in emerging countries, in
particular in Africa and the Middle East, where it aims to double
its earnings within the next fi ve years, and to consolidate its
position in the European countries where it is already established.
To do this, it will focus on organic growth and the acquisition of
new fi xed or mobile licenses, while also introducing a selective
acquisition policy.
■ new services
The core telecommunications operator business line consists
in creating ties to make customers’ «digital lives» easier, by
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2009 REGISTRATION DOCUMENT / FRANCE TELECOM