Telecoms Companies' Re-Invention - From Voice to e-Service Provision
In a shrinking world where individuals have more choices in almost every aspect of their lives than ever before, and more ways to communicate with each other and the world at large, the bonds and inertia that held customers loyal to their suppliers have decreased. As markets fragment, industries are forced to converge and customer relationships have become more dynamic and fragile. Added to this, in a world where digital communications in all forms is increasing, revenues for telecommunications companies are flat or falling. So, how can these organisations exploit their most valuable asset - the customer billing relationship - in a converging landscape and provide a framework for encouraging new and productive relationships and the creation of new revenue streams?.