CRM in Telecommunications
Hi
I am looking for some inputs on the above subject
I am currently engaged in an assignment with a Nordic based Telecom Major. It requires me to work on a roadmap & design for an Enterprise Level CRM Initiative with a medium to long term perspective - 5 / 8 years.
One traditional CRM Program is in the operational CRM area involving Order / Change Order Management, Service Provisioning, Billing , Ticket Resolution etc. I am interested to get a deeper & wider understanding on possibilities & scope for Enterprise level CRM activities.
Substantial reading material - research, casestudy , pointers etc in this regard is welcome. And some discussions too on this board !!
Thank you
Regards
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Phil Olivieri
CRM in Telecommunications
I developed an enterprise CRM business strategy and enabling technology roadmap (Analytical, Operational & Collaborative) business case for a Canadian telco a few years ago. Let me know if I can be of further assistance.
Regards,
Phil Olivieri, P.CRM
LinkedIn Profile: http://www.linkedin.com/in/phillipolivieri
sauranshup
CRM in Telecommunications
Hi Phil
thank you. It will be nice if you could share with me the approach, design considerations & saliant points of the case. Additionally, some more background / research matter that you may have used.
Thank you very much.
Regards
paulroemer
Maybe I can help
Hi Phil,
Sorry for the late reply, I just joined so this may not be relevant. My telecoms CRM clients have a combined customer base of more than 140,000,000, and are from Europe, Asia,NZ, and South America. On the CRM side I've consulted to ADC, Amdocs, LHS, Keenan, Portal, ICMS, Convergys, DST, CSG, Portal, Clarify, and Vantive. I've taken them from requirements definition, RFP development, software selection, and implementation, usually acting on behalf of the service provider as their advocate. I also have an RFP of some 5,000 functional and technical requirements that handles CRM, faults, fraud, mediation, interconnects, rating, billing, usage, and work force management. This can be used for wireline, wireless, or can also include data and broadband.
Paul Roemer, Partner
www.clintonrubin.com
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