计费与客户关系管理相融合(1)

-ProprietaryandConfidentialInformationofAmdocs-11amdocsTheWorld'sLeadingProviderofBillingandCRMfortheCommunicationsIndustryConfidentialInformationofAmdocs1DrWeimingLiVicePresidentSales,AmdocsAPACDivisionConvergentBilling&CRMKeytosuccessofMobileServiceProviders-ProprietaryandConfidentialInformationofAmdocs-22FocusChange:“LandGrab”vs“RevenueMaximisation”Nolonger“Growthatanycost”ConflictingKPIs:SubscriberGrowthandARPU“Lowvalue”vs.“Highvalue”customersCantheybeidentified?DifficultiesindeterminingbestcandidatesforVASDisparatesystemsfordata/voice,prepaidpostpaidobscuretheviewofthecustomerbaseTheMobileMarketDrivingProfitableGrowth-ProprietaryandConfidentialInformationofAmdocs-33IncreaseCustomerLoyaltyReduceCostsProfitableGrowth•Achieveasinglecustomerview•Segment&identifymostvaluablecustomers•Improvecustomersatisfaction•IncreaseARPU&reducechurn•Consolidatesystems&reduceduplication•Automateandstreamlinekeyprocesses•Lowersystems’totalcostofownership(TCO)•Optimizeassetsamongpartnersandvendors•Rapidlylaunchnewservices•Bundleandtargetrightcustomerwithrightoffer•Efficientlyscale&assurerevenues•Strengthenroleinvaluechain(content&commerce)CommunicationServiceProviders’BusinessVisionCommunicationServiceProviders’BusinessDrivers-ProprietaryandConfidentialInformationofAmdocs-44ChallengesofEmergingServicesRobustOnlineChargingCapabilitiesVoice,Data,Content&CommerceIntegratedCRM&BillingDecreasingTime-to-MarketAdvancedRatingEnhancedCustomerServiceNetworkTouchpointsfor3rdpartiesFlexiblePaymentMethodsPrepaid/Postpaid/NowpaidSupportingUnlimitedGrowthScalability-ProprietaryandConfidentialInformationofAmdocs-55ConvergentBilling&CRMToday’sFragmentedRealitySeparatebillingsystemstosupportprepaid&postpaid,voice&dataetc.:increasesaMSPstotalcostofownership(TCO)maintenance,upgradeandoperationalcosts…andseparatebillingandCRMplatformsforcustomersupportobscuredviewofthecustomerbaseinabilitytoofferinnovativeserviceandpriceplanbundlesbasedon:businessintelligencewithrespecttocustomerprofiles,behaviorandsegmentation-ProprietaryandConfidentialInformationofAmdocs-66strategicroleforpostpaidservicestoretaincustomers&sustainrevenuesrapiduptakeofprepaidserviceshighchurnrateslowARPUsGrowthPrepaidPostpaidPrepaid-PostpaidConvergence-What’shappeninginAsia-Pac?-ProprietaryandConfidentialInformationofAmdocs-77RecentEvolution…ClosingtheGap-ChallengesDataDuplication&InconsistenciesIncompleteViewofCustomersacrossLOBsNoCommonSolutionRoadmapPoorVendorAccountabilityDisconnectB/WCustomer&ProductLifecyclesMultipleIntegrationPointsCRM&BillingInvestmentRiskTCOCustomerLoyaltyToday’sImpacts-ProprietaryandConfidentialInformationofAmdocs-88EnhancedCustomerServiceIntegratingBillingandCRMSupportReplenishmentAnalytics•Singleviewofthecustomer•AoCandBudgetControl•Customerempowerment–Self-Care•Multiplereplenishmentmethodsviamultiplechannels•Flexiblereplenishmentpolicies•Identificationofhigh-valuecustomers•Cross-Sell&Up-SellOpportunitiesBalances•Multiplebalancespercustomerfortotalflexibility•Sharedbalancesbetweenmultiplecustomer•Flexiblebalancepolicies-ProprietaryandConfidentialInformationofAmdocs-99Givingthecompanyaconsistent,singleviewofthecustomerGivingthecustomerasingleviewofthecompanyAnalyzingcustomerinformationandpredictingcustomerbehaviourConductingeffectivemarketingcampaignstoincreasehigh-valuedcustomerbase360degreeviewCSPChallengesCustomerRelationshipManagement-ProprietaryandConfidentialInformationofAmdocs-1010CustomerInformationDataMartMonitoringPlanningActivationCampaignManagementDataWarehouseOperationalSystemsExternalSourcesDataAnalysisChurnSegmentationProductAffinityTMphoneOperationalCRMAnalyticalCRMAmdocsBusinessInsightClarifyCRMCustomer-ProprietaryandConfidentialInformationofAmdocs-1111EmergingServicesIntensifyingtheNeedforReunionTightintegrationofthecustomerlifecycle&productlifecycleiscritical.CustomerLifecycleServiceMarketSellFulfillProductLifecycleConceptLaunchDesignCreate-ProprietaryandConfidentialInformationofAmdocs-1212Prepaid-PostpaidConvergence-andBeyond…Growingdesireforconvergentaccountsflexibilitytoset-upsomeservicesasprepaid,someaspostpaid.AndBeyond…selectpaymentmethodatthetimeofpurchasei.e.‘Nowpaid’E.g.acustomerconsumingamobilegamewithaone-timechargecandecidefrom:aprepaidbalancepostpaidaccountacreditordebitcardloyaltypoints-ProprietaryandConfidentialInformationofAmdocs-1313CrossChannelBenefitsPaymentMethodsPostpaidPrepaidCustomerInformationProductCatalogFlexiblePaymentMethodsPrepaid-Postpaid-NowpaidRatingBillingNowpaidUnifiedplatformincreasesoperationalefficienciesPricePlansHybridAccountsCrossChannelDiscounts-ProprietaryandConfidentialInformationofAmdocs-1414AmdocsEnablerExcelcom,3rdMSPinIndonesiaconvergentsupportforallpaymentmethods–prepaid,postpaidandnowpaidWho?What?How?ConvergentPrepaid/PostpaidBilling&CRM-ACustomerCaseStudy-ProprietaryandConfidentialInformationofAmdocs-1515Oct1996-highlysuccessfullaunchofmobilephoneservicesToday,customerbaseexceeds2million(97%prepaid/3%postpaid).Morethan130MSProamingpartnersinover60countriesexcelcomBackground-Propriet