计费与客户关系管理相融合(1)ppt课件

1、amdocsThe Worlds Leading Provider of Billing and CRM for the Communications Industry Confidential Information of Amdocs1Dr Weiming LiVice President Sales, Amdocs APAC DivisionConvergent Billing & CRM Key to success of Mobile Service ProvidersFocus Change: “Land Grab vs “Revenue MaximisationNo longer

2、 “Growth at any cost Conflicting KPIs: Subscriber Growth and ARPU“Low value vs. “High value customersCan they be identified?Difficulties in determining best candidates for VASDisparate systems for data / voice, prepaid postpaid obscure the view of the customer baseThe Mobile Market Driving Profitabl

3、e GrowthIncrease Customer LoyaltyReduceCostsProfitableGrowth Achieve a single customer view Segment & identify most valuable customers Improve customer satisfaction Increase ARPU & reduce churn Consolidate systems & reduce duplication Automate and streamline key processes Lower systems total cost of

4、 ownership (TCO) Optimize assets among partners and vendors Rapidly launch new services Bundle and target right customer with right offer Efficiently scale & assure revenues Strengthen role in value chain (content & commerce)Communication Service ProvidersBusiness VisionCommunication Service Provide

5、rsBusiness Drivers Challenges of Emerging ServicesRobust Online Charging CapabilitiesVoice, Data, Content & CommerceIntegrated CRM & BillingDecreasing Time-to-MarketAdvanced RatingEnhanced Customer ServiceNetwork Touchpoints for 3rd partiesFlexible Payment MethodsPrepaid / Postpaid / NowpaidSupporti

6、ng Unlimited GrowthScalabilityConvergent Billing & CRMTodays Fragmented RealitySeparate billing systems to support prepaid & postpaid, voice & data etc.:increases a MSPs total cost of ownership (TCO)maintenance, upgrade and operational costs and separate billing and CRM platforms for customer suppor

7、t obscured view of the customer baseinability to offer innovative service and price plan bundles based on:business intelligence with respect to customer profiles, behavior and segmentationstrategic role for postpaid services to retain customers & sustain revenuesrapid uptake of prepaid serviceshigh

8、churn rates low ARPUsGrowthPrepaidPostpaid Prepaid-Postpaid Convergence- Whats happening in Asia-Pac?Recent EvolutionClosing the Gap - ChallengesData Duplication & InconsistenciesIncomplete View of Customers across LOBsNo Common Solution RoadmapPoor Vendor AccountabilityDisconnect B/W Customer & Pro

9、duct LifecyclesMultiple Integration PointsCRM & Billing Investment Risk TCO Customer LoyaltyTodays ImpactsEnhanced Customer ServiceIntegrating Billing and CRMSupportReplenishment Analytics Single view of the customer AoC and Budget Control Customer empowerment Self-Care Multiple replenishment method

10、s via multiple channels Flexible replenishment policies Identification of high-value customers Cross-Sell & Up-Sell OpportunitiesBalances Multiple balances per customer for total flexibility Shared balances between multiple customer Flexible balance policiesGiving the company a consistent, single vi

11、ew of the customer Giving the customer a single view of the companyAnalyzing customer information and predicting customer behaviourConducting effective marketing campaigns to increase high-valued customer base360 degree view CSP ChallengesCustomer Relationship Management Customer InformationData Mar

12、tMonitoringPlanningActivationCampaign Management Data Warehouse Operational Systems External SourcesData AnalysisChurnSegmentationProduct AffinityTMWWWWAPSMSphoneFYIletterOperational CRMAnalytical CRMAmdocs Business InsightClarifyCRMCustomerEmerging ServicesIntensifying the Need for ReunionTight int

13、egration of the customer lifecycle & product lifecycle is critical.Customer LifecycleService MarketSellFulfillProduct LifecycleConceptLaunchDesignCreatePrepaid-Postpaid Convergence- and BeyondGrowing desire for convergent accounts flexibility to set-up some services as prepaid, some as postpaid. And

14、 Beyond select payment method at the time of purchase i.e. Nowpaid E.g. a customer consuming a mobile game with a one-time charge can decide from: a prepaid balance postpaid account a credit or debit card loyalty points Cross Channel BenefitsPayment MethodsPostpaidPrepaidCustomer InformationProductC

15、atalogFlexible Payment Methods Prepaid-Postpaid-NowpaidRatingBillingNowpaidUnified platform increases operational efficienciesPrice PlansHybrid Accounts Cross Channel DiscountsAmdocs EnablerExcelcom, 3rd MSP in Indonesiaconvergent support for all payment methods prepaid, postpaid and nowpaidWho?What

16、?How?Convergent Prepaid / Postpaid Billing & CRM- A Customer Case StudyOct 1996 - highly successful launch of mobile phone services Today, customer base exceeds 2 million (97% prepaid/ 3% postpaid). More than 130 MSP roaming partners in over 60 countries excelcom BackgroundConvergent support for pre

17、paid and postpaid servicesReduce TCO via modernization and consolidationpreviously 2 disparate billing systems for prepaid and postpaidRapidly introduce innovative services and more flexible payment options to meet customer needs and increase satisfaction and loyaltyAchieve carrier-grade scalability

18、 to support customer growthexcelcom Business ObjectivesAmdocs: Enabler, ClarifyCRM and PRM Replacement of existing postpaid and prepaid billing systemsPhase 1: Amdocs Enabler extended with: Pre-integrated Balance ManagementVoucher FormatterReplenishment Management applicationsFeb 2003: Completion of

19、 Phase 1 was announcedexcelcom Amdocs Implementationexcelcom Business Benefits: Prepaid Postpaid ConvergenceEliminating the need for multiple billing systemsincreasing operating efficiency & lowering TCOModernization and consolidation - excelcom estimates savings of 20-30% in billing operating costs 40% reduction in capital expenditureMore competitive service offerings, faster time to market, and increased customer satisfactionexcelcom expects to be able to reduce TTM for new services from 6-9 months to