Connecting With Your Customers – Linking OSS and BSS Information
The Business Drivers to Customer Experience Management

In today’s world of the telecom service provider there is a dizzying mix of maturing technologies, evolving business strategies, changing regulations, competition, and complex service offerings. New providers, in addition to current operators, are appealing to specific customer needs, and enabling consumers to have even more choices, especially from the customer-savvy Virtual Network Operator (VNO) market. As many markets begin to reach a saturation point, our industry is quickly evolving to a world about profitability, not just market share. The real money today isn’t just about a network connection as in times past; instead it’s a fight between traditional network operators, VNOs and other entertainment outlets for the consumer’s discretionary spending budget e.g. gaming, identity services (ring tones, music), video downloads, and a host of other content-specific services.  It is this change in how consumers see communications services that is forcing all network operators to rethink their time-proven business strategies and to “get more real” about placing the customer first.

Retaining customers in today’s competitive environment requires the development and management of intensive customer relationships including the need to continuously deliver an acceptable service experience. This has led to an emphasis on Customer Experience Management without which, operators can only guess about how well their customer’s are getting along.  Most are painfully aware that their customers have a choice and will exercise their option to choose the best service and/or content which meets or exceeds their expectations.