计费跟客户关系管理相融合.pptVIP

* * ·???????? * - Proprietary and Confidential Information of Amdocs- * * (海量营销管理培训资料下载) amdocs The Worlds Leading Provider of Billing and CRM for the Communications Industry Confidential Information of Amdocs * Dr Weiming Li Vice President Sales, Amdocs APAC Division Convergent Billing CRM Key to success of Mobile Service Providers Focus Change: “Land Grab” vs “Revenue Maximisation” No longer “Growth at any cost” Conflicting KPIs: Subscriber Growth and ARPU “Low value” vs. “High value” customers Can they be identified? Difficulties in determining best candidates for VAS Disparate systems for data / voice, prepaid postpaid obscure the view of the customer base The Mobile Market Driving Profitable Growth Increase Customer Loyalty Reduce Costs Profitable Growth Achieve a single customer view Segment identify most valuable customers Improve customer satisfaction Increase ARPU reduce churn Consolidate systems reduce duplication Automate and streamline key processes Lower systems’ total cost of ownership (TCO) Optimize assets among partners and vendors Rapidly launch new services Bundle and target right customer with right offer Efficiently scale assure revenues Strengthen role in value chain (content commerce) Communication Service Providers’Business Vision Communication Service Providers’Business Drivers Challenges of Emerging Services Robust Online Charging Capabilities Voice, Data, Content Commerce Integrated CRM Billing Decreasing Time-to-Market Advanced Rating Enhanced Customer Service Network Touchpoints for 3rd parties Flexible Payment Methods Prepaid / Postpaid / Nowpaid Supporting Unlimited Growth Scalability Convergent Billing CRMToday’s Fragmented Reality Separate billing systems to support prepaid postpaid, voice data etc.: increases a MSPs total cost of ownership (TCO) maintenance, upgrade and operational costs …and separate billing and CRM platforms for customer support obscured view of the customer base in