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EWEEK – Despite the nagging recession, a new study found that 94 percent of enterprises plan to maintain or increase their investment in enterprise social media tools such as blogs, wikis and microblogging tools. Deloitte, Beeline Labs and the Society for New Communications Research surveyed 400 companies that have cultivated internal social networks or online communities, finding that only 6 percent plan to decrease their investment in the recession. The communities surveyed ranged from fewer than 100 members to more than one million members. Ed Moran, director of product innovation for consultancy Deloitte Services LP and one of the report authors, called the results counterintuitive in light of the recession, noting that while IT, marketing and public relations departments are being cut, companies continue to spend on social software for networking and collaboration. Companies that go against the grain of belt-tightening by spending on social software underscore the importance of these tools, proving that they are not just a hip trend or fad in the enterprise. |
Exceptional Customer Experience for Communications Solutions Providers
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The very nature of telecommunications service provision is undergoing fundamental structural and business change. Almost everything connected with the ‘traditional’ approach to service delivery is going through a revolution. Traditional network infrastructures are being replaced by IP-based services, support systems (OSS and BSS) are being collapsed to accommodate bundled packages, new product offerings are launching at an alarming rate, previously protected platforms are being forced open, and established business models based on the solid predictability of monthly recurring-charges are under threat from advertising-funded content providers.
In this landscape of dramatic change one constant objective remains: the delivery of an exceptional experience in order to retain existing customers, attract prospects and – most importantly – increase Average Revenue per User (ARPU).
However, in Datamonitor’s opinion ‘excellence’ is increasingly hard to define and achieve, as services proliferate and user behaviors change. Datamonitor believes the delivery of an exceptional customer experience is achieved when a Communications Service Provider (hereafter referred to as a CSP) successfully addresses three overarching operational and technological objectives:
In this whitepaper, Datamonitor focuses on nine key steps that can – and should – be taken by CSPs to improve standards by delivering outstanding service and achieving these objectives. It will draw on the approaches being followed by leading industry players, and describes what they are doing to mitigate risks and increase the opportunity for financial success, particularly regarding the new growth areas that clearly exist in emerging technologies – such as mobile broadcast TV or fixed-mobile convergence (FMC) – and market segments (such as family, foreign national, prosumer, SoHo worker, Small /Medium Business (SMB), or enterprise).
In summary, the key points of this whitepaper are as follows:
It is not overdramatic to state that those CSPs who cannot adapt to the changing competitive environment and associated shifting customer needs will ultimately lose the battle for survival. This whitepaper should be seen as an intrinsic component in formulating a strategic plan to ensure success.
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