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CLECs Continue to Beat ILECs, but by a Slimmer Margin
Yankee Group, The, June 2004, Pages: 15
I. Introduction 2
Methodology 2
II. ILEC/CLEC SMB Customer Demographics 3
Distributed Workforce 3
III. Customer Satisfaction 5
Customer Loyalty 6
Competitive Pricing 6
Professional and Knowledgeable Customer Service Staff 7
Understanding Customer Needs 8
IV. Monthly Local and Long-Distance Spending 10
V. Phone Lines and Features 10
VI. Interest in Communication Applications 12
VII. Bundled Services 13
VIII. Recommendations 14
Recommendations for CLECS 14
Recommendations for ILECs 15
Recommendations for SMB End Users 15
IX. Further Reading 15
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