资源描述
Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,-,Proprietary and Confidential Information of Amdocs-,1,1,amdocs,The Worlds,Leading Provider,of Billing and CRM,for the Communications Industry,Confidential Information of Amdocs,1,Dr Weiming Li,Vice President Sales,Amdocs APAC Division,Convergent Billing&CRM,Key to success of Mobile Service Providers,Focus Change:“Land Grab”vs“Revenue Maximisation”,No longer“Growth at any cost”,Conflicting KPIs:Subscriber Growth and ARPU,“Low value”vs.“High value”customers,Can they be identified?,Difficulties in determining best candidates for VAS,Disparate systems for data/voice,prepaid postpaid obscure the view of the customer base,The Mobile Market,Driving Profitable Growth,Increase,Customer,Loyalty,Reduce,Costs,Profitable,Growth,Achieve a single customer view,Segment&identify most valuable customers,Improve customer satisfaction,Increase ARPU&reduce churn,Consolidate systems&reduce duplication,Automate and streamline key processes,Lower systems total cost of ownership(TCO),Optimize assets among partners and vendors,Rapidly launch,new services,Bundle and target right customer with right offer,Efficiently scale&assure revenues,Strengthen role in value chain(content&commerce),Communication Service ProvidersBusiness Vision,Communication Service Providers,Business Drivers,Challenges of,Emerging Services,Robust Online Charging Capabilities,Voice,Data,Content&Commerce,Integrated CRM&Billing,Decreasing Time-to-Market,Advanced Rating,Enhanced Customer,Service,Network Touchpoints,for 3,rd,parties,Flexible Payment,Methods,Prepaid/Postpaid/Nowpaid,Supporting Unlimited Growth,Scalability,Convergent Billing&CRM,Todays Fragmented Reality,Separate billing systems to support prepaid&postpaid,voice&data etc.:,increases a MSPs total cost of ownership(TCO),maintenance,upgrade and operational costs,and separate billing and CRM platforms for customer support,obscured view of the customer base,inability to offer innovative service and price plan bundles based on:,business intelligence with respect to customer profiles,behavior and segmentation,strategic role for postpaid services to,retain customers&sustain revenues,rapid uptake of prepaid services,high churn rates,low ARPUs,Growth,Prepaid,Postpaid,Prepaid,-Postpaid Convergence,-Whats happening in Asia-Pac?,Recent Evolution,Closing the Gap,-Challenges,Data Duplication&Inconsistencies,Incomplete View of Customers across LOBs,No Common Solution Roadmap,Poor Vendor Accountability,Disconnect B/W Customer&Product Lifecycles,Multiple Integration Points,CRM&Billing,Investment Risk,TCO,Customer Loyalty,Todays Impacts,Enhanced Customer Service,Integrating Billing and CRM,Su,pport,Replenishment,Analytics,Single view of the customer,AoC and Budget Control,Customer empowerment Self-Care,Multiple replenishment methods,via multiple channels,Flexible replenishment policies,Identification of high-value customers,Cross-Sell&Up-Sell Opportunities,Balances,Multiple balances per,customer for total flexibility,Shared balances between multiple customer,Flexible balance policies,Giving the company a consistent,single view of the customer,Giving the customer a single view of the company,Analyzing customer information and predicting customer behavio,ur,Conducting effective marketing campaigns to increase high-valued customer base,360 degree view,CSP Challenges,Customer Relationship Management,Customer Information,Data Mart,Monitoring,Planning,Activation,Campaign,Management,Data Warehouse Operational Systems External Sources,Data Analysis,Churn,Segmentation,Product Affinity,TM,WWW,WAP,SMS,phone,FYI,letter,Operational CRM,Analytical CRM,Amdocs Business Insight,ClarifyCRM,Customer,Emerging Services,Intensifying the Need for Re,union,Tight integration of the,customer lifecycle,&,product lifecycle,is critical.,Customer Lifecycle,Service,Market,Sell,Fulfill,Product Lifecycle,Concept,Launch,Design,Create,Prepaid-Postpaid Convergence,-and Beyond,Growing desire for convergent accounts,flexibility to set-up some services as prepaid,some as postpaid.,And Beyond select payment method at the time of purchase i.e.Nowpaid,E.g.a customer consuming a mobile game with a one-time charge can decide from:,a prepaid balance,postpaid account,a credit or debit card,loyalty points,Cross Channel Benefits,Payment,Methods,Postpaid,Prepaid,Customer,Information,Product,Catalog,Flexible Payment Methods,Prepaid-Postpaid-Nowpaid,Rating,Billing,Nowpaid,Unified platform,increases operational efficiencies,Price Plans,Hybrid Accounts,Cross Channel Discounts,Amdocs Enabler,Excelcom,3,rd,MSP in Indonesia,convergent support for all payment methods,prepaid,postpaid and nowpaid,Who?,What?,How?,Convergent Prepaid/Postpaid Billing&CRM,-A Customer Case Study,Oct 1996-highly successful launch of mobile phone services,Today,customer base exceeds 2 million,(97%prepaid/3%postpaid).,More than 130 MSP roaming partners in over 60 countries,excelcom,Background,Converg
展开阅读全文