Gourt > Business > Telecommunications > Customer Management
Customer Relationship Management (CRM) includes the methodologies, technology and capabilities that help an enterprise manage customer relationships. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures.
Implementing CRM
Customer Relationship Management is a corporate level strategy which focuses on creating and maintaining lasting relationships with its customers. Although there are several commercial CRM software packages on the market which support CRM strategy, it is not a technology itself. Rather, a holistic change in an organisation's philosophy which places emphasis on the customer. A successfull CRM strategy cannot be implemented by simply installing and integrating a software package and will not happen over night. Changes must occur at all levels including policies and processes,front of house customer service, employee training, marketing, systems and information management; all aspects of the business must be reshaped to be customer driven.
To be effective, the CRM process needs to be integrated end-to-end across marketing, sales, and customer service. A good CRM program needs to:
More on [ Customer relationship management ]
Customer Management :: Business Services
Outsourcing :: Business Services
Customer Service
Utility :: Billing
Slim?s pickings
Thu, 10 Jul 2008 13:30:55 -0000
More competition should help to drive down exorbitant phone chargesIT HAS become quaint, in the era of Skype and unlimited calling plans, to worry too much about the cost of phone calls. But it is a textbook case of the old saying: "Them as has, gets". The well-connected executive can use any number of voice-over-internet services to make free calls; but the rural poor, if they have phones at all, must pay high rates. Perhaps nowhere is this more true than in Mexico, where Carlos Slim, by some estimates the world's richest man, dominates the telecoms industry. He controls Telmex, which has 81% of the fixed-line market, and Telcel, which has 72% of the mobile market. In the first quarter of 2008 Telmex had a profit margin before interest, taxes, depreciation and amortisation of 48.7%; for Telcel the figure was 52.1%.This is well above the global average for telecoms firms of 35%, says Martin Lara, an analyst at Vector Casa de Bolsa, a research firm. Base tariffs have fallen in Mexico in recent years, but they do not include things like international calls or calls to mobile phones. Competition has not helped much, because smaller firms have been reluctant to undercut Mr Slim's companies by very much--and high prices boost their profits, too. "No one wants to destroy these profits overnight," says Mr Lara. ...
BBC News | Business | World Edition
Fresh push in global trade talks
Sun, 20 Jul 2008 12:44:38 -0000
Trade negotiators from 30 countries meet in Geneva on Monday to make a fresh push towards a global trade deal.
Zimbabwe issues Z$100bn note
Sat, 19 Jul 2008 21:54:11 -0000
The central bank in Zimbabwe is to issue Z$100bn bank notes, as hyperinflation pushes prices in the country ever-higher.
Argentina drops disputed farm tax
Fri, 18 Jul 2008 18:19:27 -0000
Argentina's President Cristina Fernandez de Kirchner cancels tax rises on farm exports, after months of protests.
NYT > World Business
Western Olympic Ads Cheerlead for China
Sun, 20 Jul 2008 08:46:37 -0000
Global corporations are appealing to nationalism in an advertising blitz the likes of which China has never seen.
Ping: Inside Nairobi, the Next Palo Alto?
Sun, 20 Jul 2008 10:46:43 -0000
A relatively small number of places — all in wealthy countries or in China and India — create nearly every important technological advance. But some people in Nairobi, Kenya, are hoping to change that.
In Dispute With BP, Kremlin’s Hand Is Seen
Sat, 19 Jul 2008 03:33:10 -0000
Critics say that Russian shareholders have enlisted an improbable ally in their attempt to force BP to fire the chief executive of TNK-BP.
Amdocs Ltd - Customer care, billing and order management systems for telecommunications carriers and Internet services providers.
Ascent Telecom - Offering customer care and billing software.
Meta Description: [ Ascent Telecom provides telecom billing and customer care solutions
along with 24*7 customer support. It provides OSS software to VOIP (voice over IP), Long Distance,
Callback and Mobile service providers. Ascent Telecom’s OSS solutions are extremely flexible, modular,
scalable, and provi... ]
Convergys - Integrated billing and customer care services, and employee care services.
Hansen Corporation - Supplier of billing solutions to the world's telecommunications and utility providers.
Meta Description: [ Hansen Corporation is a leading supplier of software solutions to the world's telecommunications and utility providers. An information technology company committed to delivering innovative business solutions. ]
IBM Telecom Industry Solutions - Hardware and software solutions by IBM including an integrated customer care, billing and provisioning system for telcommunications service providers. Product information, FAQ, and case studies.
Meta Description: [ The IBM Telecommunications home page, entry point to information about Telecommunications business solutions and the Service Provider Delivery Environment (SPDE) ]
Infozech Software Pvt. Ltd. - Provider of telecommunications billing and web based customer care solutions.
Meta Description: [ Infozech offers billing solutions - telecom billing ip voip billing, cisco prepaid billing for NextGen Telecom Service Provider, Infozech offers billing solutions - telecom billing ip voip billing, cisco prepaid billing for NextGen Telecom Service Provider ]
MaxBill CRM and Billing - Customer relationship management (CRM) and billing software supporting electronic bill presentment and payment (EBPP), customer self care and eCRM for service providers such as ISP, ASP, wireless, CLEC, PTT, utilities. Company and product information.
Meta Description: [ Convergent customer care and billing software systems for IP, broadband and other next generation services, with full ebpp and ecrm functionality. ]
Mer Telemanagement Solutions Ltd. - Develops Windows and web based call management systems for enterprise-wide voice networks.
Meta Description: [ Offers billing solutions, telecom expense management software, VoIP billing system and software as well as mobile billing ]
Open International - Customer care, billing and provisioning software for telcommunications and utilities companies.
Meta Description: [ Open International Systems, offers BSS/OSS solutions for telecommunications and utilities industries ]
OpenCon Communication Systems - Providing software solutions, including GR-303 and billing mediation, to the telecommunications industry.
Radio Television International - Computer software for radio and television traffic, logging and billing.
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Ryder Systems Ltd. - Software which presents billing information in easily understood formats, ranging from colour printed analysis reports to individual billing data over the Internet.
Sandy Beaches Software - Providing billing, customer service and management software to telecommunications companies.
Meta Description: [ InTELEbill provides billing, customer service, and management software for telecommunications companies. ]
Sigma Systems Group - End-to-end customer care billing. OSS telecom solutions.
Meta Description: [ Sigma Systems is the leading provider of service management OSS solutions for delivering next-generation voice, data, and video services over cable, DSL, and wireless IP broadband networks. ]
TeleCount Telemanagement Systems - Call accounting and telemanagement systems with features such as toll fraud, traffic analysis, hospitality, data collection, and billing. Getting started guide, updates, 45 day evaluation.
Telution, L.L.C. - A provider of integrated customer care, billing and order management solutions for communications providers.
Meta Description: [ Operations support systems, including customer care and billing, for CLEC, ICP, Cable, MSO, Tier I telecommunication providers and other industries ]
Veramark Technologies - Provider of enterprise communications management software including network billing and cost control, Internet accounting, and telemanagement. Company and product information, case studies, industry links, and a technical glossary.
Meta Description: [ Veramark produces telecommunications cost management software for use on ip-based networks and circuit-switched pbx networks. our telecommunications cost management product portfolio includes both licensed software and hosted applications. ]
Volubill - Enables prepaid and postpaid charging for mobile and wireless data and MMS content.
Meta Description: [ Volubill - consistent mobile data products and services catalogue to both post paid and pre-paid customers to prevent revenue leakage. ]
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