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ConceptWave's solution has also helped in the handling and minimization of downstream issues by handling front end validations. In addition ConceptWave's platform is the record keeper of the client's installed base, proving the MSO with a 360 degree view and the ability to up-sell for the first time.
Conclusion
Compared to tangible measures like revenue and cost, “customer experience” is difficult to measure. Nonetheless, as service providers enter a more competitive market, and seek to act more like retailers, they are—as other industries have done in the past—beginning to understand its critical value in maximizing profits. Given its importance, service providers ignore customer experience at their peril: first impressions matter. Despite this fact, however, the “front end” of the customer experience process has often been neglected, partly due to its large—and increasing—complexity.
Finally, the profitability of new products, services, special offers, and customized bundles to enterprise customers has often been overlooked by service providers, simply
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Service Providers ignore customer experience at their peril. |
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because of the sheer complexity of effectively measuring their costs. By automating the tracking of cost and other critical information, a unified service management strategy allows CSPs to move beyond simple ARPU or other revenue measures towards a crisper understanding of profitability. By making smart decisions based on profitability, CSPs can provide greater shareholder and customer value alike.
In this article, we have described how ConceptWave technology provides a highly versatile solution to the dual problems of inconsistent user experience and inability for product managers to launch products quickly and easily and with a view to profitability, slowing down time to revenue. ConceptWave’s Unified Sales Management solution sets a new bar in the ability to solve these problems in a rapid-deployment model with low incremental cost.
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