|
|
 |
|
Viewing report
|
|
|
|
Customer-Oriented Service Management Is Changing the Way CSPs Do Business
Yankee Group, The, Sep 2004, Pages: 20
As competition evolves in the communications industry, wireless, wireline and cable CSPs have challenges similar to other competitive industries—balancing the need to decrease costs while improving customer service. Most CSPs have reduced staff, consolidated redundant resources and eliminated inefficiencies after mergers and acquisitions. However, in many cases, inefficient processes, high operating costs and extended service delivery and repair cycles still exist across multiple BOSS and process domains. At this stage, CSPs need to know where to invest their limited financial resources to reach their business objectives.
Two sections of this report (on enterprise wireless service management and consumer DSL problem management) illustrate different challenges posed to CSPs while addressing customer needs. By examining the underlying business processes, the examples illustrate the challenges CSPs face to understand the impact service-specific monitoring, provisioning, repair and customer service processes have on profitability.
The examples highlight these common CSP challenges:
-The discontinuity of processes to manage customers and services that can result in inefficiency
-The need for key service and customer metrics to increase a CSP’s ability to effectively manage service delivery and support
-The impact that process discontinuity and ignorance of customer desires and customer potential have on the customer experience
Customers who bought this item also bought
The Future Customer-Centric Organization: Best Practice and New Strategies for Improving Customer Service
Service Management and Marketing: Customer Management in Service Competition, 3rd Edition
Service-Oriented Architecture for Communications Service Providers (SOA for CSPs) - An Advisory Note
The Customer Management Scorecard
Application Development and Lifecycle Management: The Impact of Agile Practices on People, Processes, and Tools
Service Delivery Platforms Market Review
Service Catalog 2008: Service Management Keystone, and Much More
Service-Oriented Architecture Optimizes Content Management Processes
Service Assurance Market Review
IT Service Management: At the Forefront of Managing IT as a Business (Strategic Focus)
CSP Strategies Market Review
Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements
|
|
|
|
