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AnIntegratedApproachtoBilling,CallCenterandCustomerRelationshipManagementADiscussionDocumentAugust31,2000AgendaContextKeyIssuesforChinaMobileAverageRevenuePerSubscriberisdeclining...Itisthoughtthatdataserviceswillultimatelyfillthis“valuegap”,withmobiledevicesbecomingtheECommerce“toolofchoice”formostconsumersInvestorsbelievethattheintroductionofmobiledatatechnologieswillcreatesignificantnewopportunities...ProjectionsofWAP,CellularSubs,andInternetSubsGrowth…transportandaccesswillbecome“lowvalue”commodities...MNCLargeNationalSMEPersonalHouseholdKeyNear-TermSuccessFactorsIdentify,develop,andretaintargetcustomersthroughon-goingsegmentationandanalysisSecureexistingrevenuesthroughrevenueintegritymeasuresBecomecustomercentric,andbegintodevelopaCustomerManagementSystemSwitchfixedtovariablecoststhroughoutsourcingOptimisethebusinessportfoliotocaptureandinvestinnewrevenuesstreams1.SegmenttheCustomerBase2.CreatingaCustomerCenteredOrganisation2.CreatingaCustomer-CenteredOrganisationExchangeFilesoverwrittenbeforecollectionFileslost/incompleteorcorruptedInadequateinformationforbillingValiddatarejectedDatanottransferredonatimelybasis4.Switchfixedtovariablecosts1.Disposeofnon-core“valuedestroying”businessesAssumptionsandNextStepsLookingForwardCESAValueDriversforaTelecomCompanyCriticalIssuesthatAffecttheValueDriversOurResponsetotheTop6CriticalIssuesWhichResponsesResolveWhichCriticalIssues?TypicalCommunicationsBusinessDevelopmentPhasesTheCESASolutionandItsImpactontheBusinessDevelopmentPhasesACompleteEnterpriseArchitectureforCommunicationsBusinessesOrganizationalBuildandBusinessProcessModelIntegratedPerformanceMeasurementFrameworkApplicationsimplementingtheCustomerValueChainintheDemonstrationSystemsImpactontheValueChainAnIntegrationArchitectureandPreferredVendorProductSetCoreApplicationArchitectureofCESAAProvenImplementationApproachAFlexibleImplementationApproachThelargesttelecommunicationsproviderinSwitzerlandCustomerRelationshipManagementTheSearchForCompetitiveAdvant
