計(jì)費(fèi)與客戶關(guān)系管理相融合FocusChange:“LandGrab”vs“RevenueMaximisation”Nolonger“Growthatanycost”ConflictingKPIs:SubscriberGrowthandARPU“Lowvalue”vs.“Highvalue”customersCantheybeidentified?DifficultiesindeterminingbestcandidatesforVASDisparatesystemsfordata/voice,prepaidpostpaidobscuretheviewofthecustomerbaseTheMobileMarket

DrivingProfitableGrowthIncreaseCustomer

LoyaltyReduceCostsProfitableGrowth

AchieveasinglecustomerviewSegment&identifymostvaluablecustomersImprovecustomersatisfactionIncreaseARPU&reducechurn

Consolidatesystems&reduceduplicationAutomateandstreamlinekeyprocessesLowersystems’totalcostofownership(TCO)Optimizeassetsamongpartnersandvendors

RapidlylaunchnewservicesBundleandtargetrightcustomerwithrightofferEfficientlyscale&assurerevenuesStrengthenroleinvaluechain(content&commerce)CommunicationServiceProviders’

BusinessVisionCommunicationServiceProviders’

BusinessDriversChallengesofEmergingServicesRobustOnlineChargingCapabilitiesVoice,Data,Content&CommerceIntegratedCRM&BillingDecreasingTime-to-MarketAdvancedRatingEnhancedCustomerServiceNetworkTouchpointsfor3rdpartiesFlexiblePaymentMethodsPrepaid/Postpaid/NowpaidSupportingUnlimitedGrowthScalabilityConvergentBilling&CRM

Today’sFragmentedRealitySeparatebillingsystemstosupportprepaid&postpaid,voice&dataetc.:increasesaMSPstotalcostofownership(TCO)maintenance,upgradeandoperationalcosts…andseparatebillingandCRMplatformsforcustomersupportobscuredviewofthecustomerbaseinabilitytoofferinnovativeserviceandpriceplanbundlesbasedon:businessintelligencewithrespecttocustomerprofiles,behaviorandsegmentationstrategicroleforpostpaidservicestoretaincustomers&sustainrevenuesrapiduptakeofprepaidserviceshighchurnrateslowARPUsGrowthPrepaidPostpaidPrepaid-PostpaidConvergence

-What’shappeninginAsia-Pac?RecentEvolution…

ClosingtheGap

-ChallengesDataDuplication&InconsistenciesIncompleteViewofCustomersacrossLOBsNoCommonSolutionRoadmapPoorVendorAccountabilityDisconnectB/WCustomer&ProductLifecyclesMultipleIntegrationPointsCRM&Billing

InvestmentRisk

TCO

CustomerLoyaltyToday’sImpactsEnhancedCustomerService

IntegratingBillingandCRMSupportReplenishmentAnalytics

SingleviewofthecustomerAoCandBudgetControlCustomerempowerment–Self-Care

Multiplereplenishmentmethodsviamultiplechannels

FlexiblereplenishmentpoliciesIdentificationofhigh-valuecustomersCross-Sell&Up-SellOpportunitiesBalances

Multiplebalancespercustomerfortotalflexibility

Sharedbalancesbetweenmultiplecustomer

FlexiblebalancepoliciesGivingthecompanyaconsistent,singleviewofthecustomerGivingthecustomerasingleviewofthecompanyAnalyzingcustomerinformationandpredictingcustomerbehaviourConductingeffectivemarketingcaignstoincreasehigh-valuedcustomerbase 360degreeview

CSPChallenges

CustomerRelationshipManagementCustomerInformationDataMartMonitoringPlanningActivationCampaignManagementDataWarehouseOperationalSystemsExternalSourcesData

AnalysisChurnSegmentationProductAffinityTMWWWWAPSMSphoneFYIletterOperationalCRMAnalyticalCRMAmdocsBusinessInsightClarifyCRMCustomerEmergingServices

IntensifyingtheNeedforReunionTightintegrationofthecustomerlifecycle&productlifecycleiscritical.CustomerLifecycleService

MarketSellFulfillProductLifecycleConceptLaunchDesignCreatePrepaid-PostpaidConvergence

-andBeyond…Growingdesireforconvergentaccountsflexibilitytoset-upsomeservicesasprepaid,someaspostpaid.AndBeyond…selectpaymentmethodatthetimeofpurchasei.e.‘Nowpaid’

E.g.acustomerconsumingamobilegamewithaone-timechargecandecidefrom:aprepaidbalancepostpaidaccountacreditordebitcardloyaltypointsCrossChannelBenefitsPayment

MethodsPostpaidPrepaidCustomerInformationProductCatalogFlexiblePaymentMethods

Prepaid-Postpaid-NowpaidRatingBillingNowpaidUnifiedplatformincreasesoperationalefficienciesPricePlansHybridAccountsCrossChannelDiscountsAmdocsEnablerExcelcom,3rdMSPinIndonesiaconvergentsupportforallpaymentmethods

–prepaid,postpaidandnowpaidWho?What?How?ConvergentPrepaid/PostpaidBilling&CRM

-ACustomerCaseStudyOct1996-highlysuccessfullaunchofmobilephoneservicesToday,customerbaseexceeds2million

(97%prepaid/3%postpaid).

Morethan130MSProamingpartnersinover60countries

excelcom

BackgroundConvergentsupportforprepaidandpostpaidservicesReduceTCOviamodernizationandconsolidationpreviously2disparatebillingsystemsforprepaidandpostpaidRapidlyintroduceinnovativeservices

andmoreflexiblepaymentoptions

tomeetcustomerneedsandincreasesatisfactionandloyaltyAchievecarrier-gradescalabilitytosupportcustomergrowthexcelcom

BusinessObjectivesAmdocs:Enabler,ClarifyCRMandPRM

Replacement

ofexistingpostpaidandprepaidbillingsystemsPhase1:AmdocsEnablerextendedwith:Pre-integratedBalanceManagementVoucherFormatterReplenishmentManagementapplicationsFeb2003:CompletionofPhase1wasannouncedexcelcom

AmdocsImplementationexcelcom

BusinessBenefits:Prepaid–PostpaidConvergenceEliminatingtheneedformultiplebillingsystemsincreasingoperatingefficiency&loweringTCOModernizationandconsolidation-excelcomestimates

savingsof20-30%inbillingoperatingcosts

40%reductionincapitalexpenditureMorecompetitiveserviceofferings,fastertimetomarket,andincreasedcustomersatisfactionexcelcomexpectstobeabletoreduceTTMfornewservicesfrom

6-9monthsto3-4weeksexcelcom

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