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Evaluation of CRM Solutions Available to Mobile Operators

In this report we examine a variety of Customer Relationship Management (CRM) applications available to mobile operators and the vendors who provide these services. We evaluate the strengths and weaknesses of the major CRM suite vendors. We also outline and investigate emerging technologies and trends in mobile CRM that are allowing many operators not only to interact more efficiently with their customers but also to interact smarter as well.

By definition CRM is all about customer lifecycle management from prospect to customer to ex-customer. Large customer facing organisations, such as mobile operators, must also meet the service expectations of customers, particularly in a climate of intelligent target marketing, information rich consumers, and strong industry watchdogs.

Today many mobile operators are much more cautious with large scale IT implementations and understand that it is better to deliver smaller size projects that show results today rather than wait for the 'ultimate' solution to be delivered. Return on investment and total cost of ownership are key points driving many operators who have perhaps been disappointed by CRM implementation in the past.

The other interesting trend, which is examined in detail in this report, is the move towards service based CRM solutions. This is a reaction to operator demands for fast and low risk CRM implementations rather than the whole on-site fully integrated CRM implementations of the past. Many mobile operators cannot justify further large-scale CRM projects and are therefore demanding outsourced service based solutions

Price: EUR 2,500.00 / GBP 2,000.00

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1
Overview
1
2
CRM Landscape
2
2.1
CRM Suite Vendors
3
2.2
Evaluation of CRM Heavyweights: The Suite Vendors
3
2.2.1
Siebel
5
2.2.2
SAP
5
2.2.3
Oracle
6
2.2.4
Amdocs
6
2.2.5
PeopleSoft
7
2.2.6
Chordiant
7
2.3
Customer Service Technology Vendors
8
2.3.1
Avaya
8
2.3.2
Cisco
8
2.3.3
eGain
8
2.3.4
Genesys
9
2.3.5
Kana Communications
9
2.3.6
Netonomy
9
2.3.7
Witness
10
2.4
Middleware / Business Integration and Portal Vendors
10
2.4.1
BEA Systems
10
2.4.2
Plumtree
11
2.4.3
Tibco
11
2.4.4
webMethods
12
2.5
Business Intelligence / Analytical CRM Vendors
12
2.5.1
Business Objects
12
2.5.2
E.phipany
13
2.5.3
Intelecom Systems
13
2.5.4
NCR Teradata
14
2.5.5
SAS
14
2.5.6
SPSS
15
2.6
Sales Force Automation Vendor
15
2.6.1
Salesforce.com
15
2.7
CRM Vendors Summary
16
3
Case Illustration - CRM and Belgacom
17
4
The Growth of the Portal
19
4.1
Executive Dashboards
20
4.2
Operational and self-help Portals
20
5
Voice Over IP
21
5.1
Emerging Business Intelligence and Analytical CRM offerings
22
5.1.1
Case Illustration - France Telecom centralises business intelligence
23