通訊的顧客保證及分析市場：CRM、顧客管理、商業智慧軟體及服務市場 是由出版商Dittberner Associates, Inc.在2006年11月所出版的。
這份英文市場調查報告書包含137 PAGES 價格從美金5000起跳。
Abstract
To understand the solutions being used by carriers to assure and grow revenue
from their valuable customers is the purpose of Dittberner' s new 137-page
report: Telecom Customer Assurance & Analytics: The Market for CRM, Customer
Management, & Business Intelligence Software & Services.
Dittberner sizes this telecommunications software market at $997 million in
2005. The report analyzes the forces shaping this market, providing case
studies of how carriers are using forward-thinking business practices and
software to capitalize on the opportunities. For instance, you' ll learn:
How NEXTEL implemented a successful customer retention program lowered churn
from 3.5% to 1.6% a month while still maintaining the highest ARPU and margins
in the U.S. wireless industry.
Why enterprise marketing software has become a hot new CRM category and the
ways an operator in Chile is leveraging it to better market its array of
triple play services
How a broadband provider took its DSL churn problem through forensic data
analysis that was able to trace the issue back to trouble with a particular
handset.
Why the next critical analytics mountain to climb is the analysis of telecom
services and the infinite ways they can be bundled, billed, and promoted.
The benefits that several U.S. wireless carriers are achieving from an
all-in-one managed services solution that combines analytics, customer order
management, and self-service.
While the CRM software revolution may be over, Dittberner feels the CRM
knowledge revolution is only just beginning -- telecoms have merely scratched
the surface of knowledge that can be gleaned and leveraged from their daily
interaction with customers, operations, services, networks, and salespeople.
The report points to the tremendous potential analytics holds for the telecom
market' s future. The opportunity is not for analytics software alone, however,
but the combination of: 1) analytics software; 2) industry consulting and 3)
analytics experts who know how to build customized analytic apps.
Who Can Benefit from the Report
Whether you' re a telecommunications executive aiming to improve your customer
assurance or analytics program or a vendor delivering these or related
solutions, the Report will help you discover:
- What are the most important market priorities?. . .
- Which vendors have industry market share and are leading in specific
niches?. . .
- Which players should you partner with?. . .
- What emerging trends can your company capitalize on?
- Which are the growing market sectors and which are in decline?
Vendor Profiles & SWOT Analysis
Several software vendors have established themselves in the telecom analytics
and CRM software market.
In this section, Dittberner provides in-depth coverage on 8 of those
companies, analyzing each of them in 6 to 8 page profiles delivering:
- Historical expertise and background
- Significant investors
- SWOT Analysis: Strengths, Weaknesses, Opportunities and Threats
- Significant customers
- Major partnerships
- An explanation of key products
Dittberner' s profiles deliver a highly compressed snapshot of vendors in a
market place and each profile is organized in the same format so you know
immediately where to go to find what you need.
The profiles also include a "Dittberner analysis" section, a candid assessment
of where the vendor stands against its competitors and the suitability of its
products or services for the needs of the market.
A detailed estimate of each vendor' s 2005 revenue market numbers is also
supplied.
Table of Contents
A. Executive Summary
B. Customer Assurance
- 1. From Customer Care to CRM
- 2. Assuring the Customer
- 3. The Customer Assurance Imperative
- 4. Market Forces Driving Customer Assurance
- 5. Internal Customer Assurance Drivers
C. Analytics & Business Intelligence
- 1. Definition of Terms
- 2. Gaining A Vendor-Specific Definition of Analytics
- 3. From Spreadsheets to OLTP for Business Intelligence
- 4. Business Intelligence with OLAP
- 5. Data Pre-Processing
- 6. Predictive Analytics
- 7. Analytics Challenge: Changing the Organization Mindset
- 8. Why Back Office Integration is so Critical
D. Churn Management & Retention
- 1. Customer Churn and Its Impact on Operators
- 2. Goals of a Churn Reduction Program
- 3. Bundling As A Retention Tool
- 4. Fair Isaac' s Champion/Challenger Campaign Technique
- 5. Portrait Software' s Uplift Campaign
- 6. Verizon' s Customer Retention Program - RETAIN
- 7. Forensic Data Analysis
- 8. Proactive Campaigns
- 9. Outbound Campaigns for Customer Retention
- 10. Increasing Customer Care Interaction Times
- 11. Personalization & Customer Segmentation
- 12. Buying Behavior To Why a Customer Buys
E. Profitability Analysis
- 1. How to Assess the Financial Impact of Customers
- 2. Why Profitability Analysis is not Easy
- 3. Assessing the Profitability of Large Enterprise Customers
- 4. Profitability Measured at Acquisition, Origination, and On-Going
- 5. Types of Data Used to Measure Profitability
- 6. The Treatment of Unprofitable Customers
F. Customer Relationship Management - CRM
- 1. Customer Relationship Management & Live Interaction
- 2. Definition of CRM & Customer Care Functions
- 3. Consolidating & Extracting Value from CRM Systems
- 4. Digital Content and Customer Interaction
- 5. Trouble Ticketing Systems - Functions & Benefits
G. Sales Force Automation
- 1. Inside the Telecom Sales Organization
- 2. Large Account Selling Without Tools
- 3. Catalog Management & Sales Guidance
- 4. Sales Quotation and Administrative Systems
- 5. Nextel' s Automation of Sales Leads
- 6. BT Group' s Field Sales Information System
H. Call Center Technologies & Systems
- 1. Strategic Significance of the Voice Contact Center
- 2. Urgency of Contact Center Efficiency in Next Generation Networks
- 3. Driving Organization Effectiveness not just Call Center Efficiency
- 4. Customer Care Quality & Monitoring
- 5. Behaviorial Intelligence Gathering
- 6. The Evolution of ACDs: The Dedicated Switch
- 7. Skills-Based Call Routing
- 8. How Rules-Based Routers Work
- 9. Predictive Dialers - A Switch for Outbound Calls
- 10. Speech Recognition in the Contact Center
- 11. Organizational Changes in the Contact Center: Empowering the CSR
- 12. Contact Center Workforce Management
- 13. Customer Care Integration with Retail Operations
- 14. The Drive to Consolidate Contact Centers
- 15. Intelligent Network Routing & the Virtual Contact Center
- 16. Screen Pops, DNIS, & Call Identification
- 17. CSR Training & the User Interface
- 18. Synchronizing Customer Support Information
- 19. Call Center Policies at Orange
I. Enterprise Marketing
- 1. The Need for a Better Marketing Coordination
- 2. One-to-One Marketing
- 3. The Flow of Enterprise Marketing Management
J. Mergers & Acquisitions
K. Market Threats
M. Market Opportunities
N. Carrier Recommendations
O. Market Segmentations & Forecasts
- 1. How Dittberner Develops its Market Segmentations
- 2. Telecommunications Industry Software Market Growth Forecast
- a. Finance, CRM & eCommerce Software Market
- b. Analytics & Business Intelligence Software
- 3. Software Distribution Channels
- 4. Software by Geographic Region
- 5. Software by Service Provider Type
- 6. Software by Service Provider Size
- 7. Software Delivery Method
P. Case Studies
- 1. BT Group Customer Satisfaction Improvement
- 2. NEXTEL' s Churn Management Program
- 3. VTR Real-Time Marketing of Triple Play Services in Chile
Q. Vendor Profiles
- Amdocs
- Business Objects
- Convergys
- Fair Isaac
- Oracle Corporation
- Portrait Software
- Unica Corporation
- Vibrant Solutions
