CMS Magazine (cms@telecom-digest.org) Wed, 08 Nov 2006 20:10:15 -0600

Review Index Sorted By: [ date ][ thread ][ subject ][ author ] Next message: Eric Auchard: "Skype Tests New Features" Previous message: TELECOM Digest Editor: "Prairie Stream Out of Business" TELECOM Digest: Home Page

CNS Magazine, 11/6/2006 Communication breakdown exists between telcos and customers, says Analysys Customers are baffled by unclear bills and as a result telecoms companies risk lower revenues and increased churn, according to a new report, The Next-Generation Bill: Commercial and Technical Strategies, published by Analysys, a telecom research firm based in the U.K. The report argues that there is a gap between what telecoms companies believe customers value and what customers actually value. Service providers put huge amounts of effort into developing new services and competing with each other on price, but much less into ensuring that bills are clear. "What we are hearing repeatedly is that residential and business customers are increasingly frustrated by bills that make no sense," says Teresa Cottam, the report's author. "Marketing strategies are falling at the first hurdle: people are so worried about the cost of new services that they don't even try them. They dread receiving their bills because they are unpredictable, and become frustrated because they don't know how to change matters." The report argues that the bill is a unique opportunity for telecoms companies to communicate with customers and offers several commercial opportunities. "To deliver the optimal next-generation bill, service providers need to shake off outdated assumptions about their customers and gain a clearer understanding of their needs," Cottam says. "If they do not change, powerful competitors from outside the telecoms industry are waiting in the wings to show them how." Copyright 2006 Business Information Group. NOTE: For more telecom/internet/networking/computer news from the daily media, check out our feature 'Telecom Digest Extra' each day at http://telecom-digest.org/td-extra/more-news.html . Hundreds of new articles daily. And, discuss this and other topics in our forum at http://telecom-digest.org/forum (or) http://telecom-digest.org/chat/index.html For more news and headlines, please go to: http://telecom-digest.org/td-extra/newstoday.html

Post Followup Article	Use your browser's quoting feature to quote article into reply
Go to Next message: Eric Auchard: "Skype Tests New Features"
Go to Previous message: TELECOM Digest Editor: "Prairie Stream Out of Business"
TELECOM Digest: Home Page