Tagged With "B2B"

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Re: The business power of the unforgettable experience

Snowden Burgess ·
Great post, Customer Experience is truly about the human experience you get and you can only give this by understanding the needs of your customer. Too many CPS's are far too internally focused to every really consider what the end customers want and many sadly forget there is a customer at the end of everything they do!
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Re: The ugly truth about OTTs

Teresa Cottam ·
At TS we like to say that OTTs are simply business customers you haven't yet monetised. But, as you know monica, I really dislike the term "OTT" because it begs the question "over the top of what?" and there you go, back to the network again. Surely we're all grown up now and can find ways of playing the game to create win-win scenarios?
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Re: Banks turn spotlight on mobile security

Monica Zeta ·
You are completely right, Teresa. "Were there is a problem there is an opportunity." That's how it's always been in business. The concern I have is that our industry has been systematically *good* at putting the burned on the customer, as opposed to understanding customer value. In other words, this should be seen as an opportunity for our industry to deliver value/assurance to customers that CSPs are there for them and have an edge compared to others that may come up with competing...
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Re: Businesses are cutomers too, so how do we sell to them?

Ashley Bowen ·
I don't believe many businesses want to buy communications services per se, or IT services for that matter - they are a means to an end. However, most businesses realise they need various layers of technology to make them more successful. The CSP that really understands that a hair salon (for instance) needs to manage appointments, needs to keep accounts, needs to send customer reminders, needs to manage supplies and perhaps even do a few analytics, sometimes needing to do this remotely from...
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Re: Why efficiency can lead to a poor customer experience

Teresa Cottam ·
Thanks Snowden. I think the point is loss of control. CSPs think they control the experience, but actually that's about to change. The days when customers had to put up with what was delivered are over. If CSPs don't get used to the world where their brand can be destroyed overnight through social media, and where their performance can be monitored rather than their word taken for it, then there's not much future for them. For me it's how you respond to problems that's the big issue - too...
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Re: What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Here is a 'great' example of how this problem affects customers (from Ireland). A man was charged for 287 calls costing EUR35 to register for water charges of EUR32. Because the call centre couldn't handle the volume of calls, his call was rejected. He had no choice but to ring back because the water charges are mandatory. No apology or credit for the problem. Premium rate number; large numbers of customers affected. http://www.irishmirror.ie/news...lams-company-5779788
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Re: Dutch create new telco business model to boost IoT

Paul Hollingsworth ·
You don't mention VLR functionality? If the "thing" wants to move (say its attached to a car, aeroplane, or even to me) then it sounds from your description that VLR functionality would need to be an extension of the model. Or did I misunderstand? If there were EU wide cooperation in number allocation it may be possible to miss out a roaming concept, but then that creates a single PVNO across the whole of the EU. Heaven forbid such a thought!
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Re: The Cage: The future of Messaging

Peter Bowen ·
I have a complaint! There I was expecting a bloodbath with your opponent reeling from your incisive questions and having no answers; then you go and invite JF into the cage. It is not right that he had answers and could back then up with fact and how dare he make total sense and provide good advice. That's another Wake I have to postpone for 10 years.
Blog Post

The business power of the unforgettable experience

Teresa Cottam ·
Telesperience Chief Stategist Teresa Cottam is an expert on both the customer experience and how to utilise this to drive business value. In this post she look at the difference between satisfaction, loyalty and engagement, and why over-automation can...
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The Cage: AsiaInfo's Andy Tiller discusses the viability of sponsored data models

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred.   In this interview Telesperience Chief Strategist Teresa Cottam  asks...
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The Cage: Blueface's Alan Foy talks about the future of voice

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred.   In this interview, Chief Strategist Teresa Cottam asks Blueface's CEO Alan Foy...
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The Cage: Delivering The SME Opportunity

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience's Chief Strategist Teresa Cottam asks Sigma Systems'...
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The Cage: How should CSPs tackle the SME opportunity?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam  asks MDS's Rob...
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The Cage: Monetising the Cloud with Cerillion Skyline

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam asks Cerillion's...
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The Cage: The future of Messaging

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam talks to Acision's JF...
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The cage: are there new opportunities for messaging?

Monica Zeta ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Vice President of Research Monica Zlotogorski discusses with Archer...
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The Cage: why businesses are customers too

Teresa Cottam ·
 Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam asks Level...
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The Top 5 Brilliant things the Cloud Can Deliver - If You Get Your Security Right

Teresa Cottam ·
Voltage Security's Dave Anderson explains how enterprises can benefit from the Cloud while minimising risks.  Wheatfield at Auvers under Clouded Sky, Vincent van Gogh  Everyone has an opinion about the ‘Cloud’ and its effect on...
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The ugly truth about OTTs

Teresa Cottam ·
Monica Zlotogorski looks at OTT players and why it's essential the telecoms industry finds ways of working with them, and they with us.  Lucan van Leyden, Card Players, 1525   Over the top (OTT) used to mean ‘extremely or...
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US leads the telco charge to verticalize

Teresa Cottam ·
Telesperience Chief Analyst Teresa Cottam looks at the latest telco buzz word aimed at producing more revenue from the enterprise sector – verticalization. Looking south from Top of the Rock, New York City (Photo credit:...
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What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the fate of non-geographic phone numbers in the UK and argues that they are the hallmark of failing businesses. She asks: are your business's communications strategies fit for the digital age or just an outdated...
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Banks turn spotlight on mobile security

Teresa Cottam ·
Chief Analyst Teresa Cottam reveals new challenges and opportunities for mobile operators as a result of banking T&C changes in the UK. Robbery, Laszlo Mednyanszky Between 1910 and 1915 Changes are taking place to the small print on credit and debit cards in the UK, with many customers unaware of both the changes and the potential consequences. Pioneered by Santander, the measures are set to be widely adopted, with HSBC already having made similar changes. The...
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Businesses are cutomers too, so how do we sell to them?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the SME/SMB and large enterprise markets and asks how telcos can be more effective at selling to these types of customers.  James Tissot, The Shop Girl 1883-5   Undeniably the B2B market is hot at...
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Why CSPs are investing to shorten their SME sales cycle

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at why communications service providers (CSPs) need to invest in order to sell more effectively to SMEs.  Joachim Wtewael, The fruit and vegetable seller, c1618   It matters less about...
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Why CSPs are Uniquely Positioned to Provide Enterprises with Enhanced Application Performance Visibility

Teresa Cottam ·
InfoVista's Chris Cullan looks at how CSPs can help themselves, by helping their business customers gain better visibility of their applications' performance.  My friends, the Carpenter and the Painter Carl Larsson, 1909  Just a few years...
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Smart privacy: why privacy is the new connectivity

Teresa Cottam ·
Teresa Cottam looks at the opportunities for CSPs to support the move towards enhanced privacy.   If like me you were around during the early phases of the internet age, then you can probably still remember a time when it was hard to find...
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SMEs - now we see them, now we don't

Morgan ap Darran ·
Telesperience's Morgan ap Darran argues that CSPs are still failing to build better offers for their SME customers.
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Why efficiency can lead to a poor customer experience

Snowden Burgess ·
Snowden Burgess, Telesperience's 'man on the inside' talks about why too much focus on efficiency can actually harm the customer experience, and why CSPs need to face up to the brutal truth.   George Andrew Reid , Women Operators, 1919  ...
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Data Marmite: How to turn a by-product into a success story

Teresa Cottam ·
Telesperience's Teresa Cottam looks at data-as-a-product and explains why it's like Marmite.       You've probably heard data declared to be "the new oil" of the digital world. The analogy isn't a bad one - after all, data fuels...
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Dutch create new telco business model to boost IoT

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why the Dutch government believes that a new model is required to boost the IoT, reworking the relationship between enterprises and network operators.     Where Next? Edward Frederick Brewtnall  ...
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Enterprise mobility and the service provider opportunity

Few enterprises have an enterprise mobility strategy but even less telcos have a defined strategy or marketing offering for this. There is latent demand from enterprises which telcos are not fulfilling and there are issues telcos need to address in order for enterprises to buy from them. MDS' Andy Peers explores why enterprises would buy from a telco, why they don’t buy now, what the barriers are and why.
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When the non-telco industry expertise becomes the key selling point

Teresa Cottam ·
Telesperience VP of Research Monica Zlotogorski looks into how CSPs can enable new revenue streams based on a strong verticalization strategy.  Paul Klee, Kamel, 1920  Once upon a time (and for many companies, this is still the case), every...
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How (not) to build an SME business

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why trust is the foundation of any SME offering, and CSPs wishing to develop an SME business need to be ever mindful of building and reinforcing it. Auguste Delacroix, People frightened by the tide  Nobody...
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Is our notion of a 'telecoms product' obsolete?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the evolving notion of product and what that means for CSPs.           As readers of this blog will know, I like to talk about how we in telecoms are going to make money and keep our...
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