achieving_profitable_growth_through - Achieving profitable...

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Achieving profitable growth through exceptional customer experience CYTC7205 / Published 04/2008 © Datamonitor. This document is a licensed product and is not to be photocopied 1 Achieving profitable growth through exceptional customer experience A thought leadership whitepaper on behalf of CA Reference Code: CYTC7205 Publication Date: April 2008
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Achieving profitable growth through exceptional customer experience Achieving profitable growth through exceptional customer experience CYTC7205 / Published 04/2008 © Datamonitor. This document is a licensed product and is not to be photocopied 2 ABOUT DATAMONITOR Datamonitor is the world’s leading provider of online data, analytic and forecasting platforms for key vertical sectors. We help our clients, 5,000 of the world’s leading companies, profit from better, timelier decisions. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive and Logistics, Consumer Markets, Energy, Financial Services, Healthcare, Retail and Technology (IT and Telecommunications). Datamonitor maintains its headquarters in London and has regional offices in Frankfurt, Hyderabad, New York, San Francisco and Sydney. See www.datamonitor.com for further details.
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Achieving profitable growth through exceptional customer experience Achieving profitable growth through exceptional customer experience CYTC7205 / Published 04/2008 © Datamonitor. This document is a licensed product and is not to be photocopied 3 TABLE OF CONTENTS EXECUTIVE SUMMARY 4 MARKET CONTEXT 5 NINE STEPS TO DELIVERING AN EXCEPTIONAL EXPERIENCE 6 STEP 1: Provide effective support capabilities in an era of bundled services 6 STEP 2: Perform continuous, real-time monitoring of automated technologies 8 STEP 3: Conduct continous, rigorous real-time monitoring of service provisioning 9 STEP 4: Adopt a robust policy for fault and performance management to identify problems 10 STEP 5: Demonstrate proactive service and CPE deployment planning 10 STEP 6: Provide access to rich, secure content across different platforms 11 STEP 7: Launch innovative new products and services in a timely manner 12 STEP 8: Ensure consistency in the identification and authorization process of users 15 STEP 9: Undertake proactive capacity planning to identify future requirements 15 CONCLUSIONS 16 APPENDIX 17 Acronyms 17 Ask the analyst 18
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Achieving profitable growth through exceptional customer experience Achieving profitable growth through exceptional customer experience CYTC7205 / Published 04/2008 © Datamonitor. This document is a licensed product and is not to be photocopied 4 EXECUTIVE SUMMARY The very nature of telecommunications service provision is undergoing fundamental structural and business change. Almost everything connected with the ‘traditional’ approach to service delivery is going through a revolution. Traditional
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achieving_profitable_growth_through - Achieving profitable...

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