计费与客户关系管理相融合(1).ppt

1、,amdocs,The Worlds Leading Provider of Billing and CRM for the Communications Industry,Dr Weiming Li Vice President Sales, Amdocs APAC Division,Convergent Billing & CRM Key to success of Mobile Service Providers,Focus Change: “Land Grab” vs “Revenue Maximisation” No longer “Growth at any cost” Confl

2、icting KPIs: Subscriber Growth and ARPU “Low value” vs. “High value” customers Can they be identified? Difficulties in determining best candidates for VAS Disparate systems for data / voice, prepaid postpaid obscure the view of the customer base,The Mobile Market Driving Profitable Growth,Increase C

3、ustomer Loyalty,Reduce Costs,Profitable Growth,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 ownership (TC

4、O) 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 Vision,Communication Service ProvidersBusiness D

5、rivers,Challenges of Emerging Services,Robust Online Charging Capabilities,Voice, Data, Content & Commerce,Integrated CRM & Billing,Decreasing Time-to-Market,Advanced Rating,Enhanced Customer Service,Network Touchpoints for 3rd parties,Flexible Payment Methods,Prepaid / Postpaid / Nowpaid,Supporting

6、 Unlimited Growth,Scalability,Convergent Billing & CRMTodays Fragmented Reality,Separate 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 sup

7、port obscured view of the customer base inability to offer innovative service and price plan bundles based on: business intelligence with respect to customer profiles, behavior and segmentation,strategic role for postpaid services to retain customers & sustain revenues,rapid uptake of prepaid servic

8、es,Prepaid-Postpaid Convergence- Whats happening in Asia-Pac?,Recent EvolutionClosing the Gap - Challenges,Enhanced Customer ServiceIntegrating Billing and CRM,Support,Replenishment,Analytics,Single view of the customer AoC and Budget Control Customer empowerment Self-Care,Multiple replenishment met

9、hods via multiple channels Flexible replenishment policies,Identification of high-value customers Cross-Sell & Up-Sell Opportunities,Balances,Multiple balances per customer for total flexibility Shared balances between multiple customer Flexible balance policies,Giving the company a consistent, sing

10、le view of the customer Giving the customer a single view of the company Analyzing customer information and predicting customer behaviour Conducting effective marketing campaigns to increase high-valued customer base,360 degree view,CSP ChallengesCustomer Relationship Management,Monitoring,Operation

11、al CRM,Analytical CRM,Amdocs Business Insight,ClarifyCRM,Customer,Emerging ServicesIntensifying the Need for Reunion,Tight integration of the customer lifecycle & product lifecycle is critical.,Prepaid-Postpaid Convergence- and Beyond,Growing desire for convergent accounts flexibility to set-up some

12、 services as prepaid, some as postpaid. And 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,Flexible Payment Methods Prepaid-Post

13、paid-Nowpaid,Unified platform increases operational efficiencies,Amdocs Enabler,Excelcom, 3rd MSP in Indonesia,Convergent Prepaid / Postpaid Billing & CRM- A Customer Case Study,Oct 1996 - highly successful launch of mobile phone services Today, customer base exceeds 2 million (97% prepaid/ 3% postp

14、aid). More than 130 MSP roaming partners in over 60 countries,excelcom Background,Convergent support for prepaid and postpaid services Reduce TCO via modernization and consolidation previously 2 disparate billing systems for prepaid and postpaid Rapidly introduce innovative services and more flexibl

15、e payment options to meet customer needs and increase satisfaction and loyalty Achieve carrier-grade scalability to support customer growth,excelcom Business Objectives,Amdocs: Enabler, ClarifyCRM and PRM Replacement of existing postpaid and prepaid billing systems Phase 1: Amdocs Enabler extended w

16、ith: Pre-integrated Balance Management Voucher Formatter Replenishment Management applications Feb 2003: Completion of Phase 1 was announced,excelcom Amdocs Implementation,excelcom Business Benefits: Prepaid Postpaid Convergence,Eliminating the need for multiple billing systems increasing operating

17、efficiency & lowering TCO Modernization and consolidation - excelcom estimates savings of 20-30% in billing operating costs 40% reduction in capital expenditure More competitive service offerings, faster time to market, and increased customer satisfaction excelcom expects to be able to reduce TTM fo

18、r new services from 6-9 months to 3-4 weeks,excelcom Business Benefits: Prepaid Postpaid Convergence,Unified view of the customer for enhanced revenue performance across ALL services and payment methods Effective segmentation of customer base with a view to up-sell & cross-sell of higher value services Relevant and Targeted offerings,The Way Forward Requirements for the Next Generation,Business Strategy,Driver,I