某咨詢關(guān)于移動(dòng)行業(yè)的趨勢(shì)3

AnIntegratedApproachtoBilling,CallCenterandCustomerRelationshipManagementADiscussionDocumentAugust31,2000更多資訊請(qǐng)關(guān)注MBAhome論壇，詳情請(qǐng)登錄(本資料僅供學(xué)習(xí)交流)AgendaContextKeyissuesforChinaMobileTheCommunicationsEnterpriseSolutionArchitecture(CESA)CustomerRelationshipManagement(CRM)AboutPricewaterhouseCoopersContextChinaMobilefacinggrowingcompetitionfrombothUnicomandChinaTelecomCMCC’sbillingandITinfrastructureareinadequatetosustaincompetitiveadvantageLargescaleandrapidITinfrastructuredevelopmentisrequiredCMCChasrequestedPricewaterhouseCoopers’assistanceinbuildingaworldclassITinfrastructureWearetheundisputedleadersinthisareaworldwide,andhaveuniquedeliverycapabilitiesinChinaKeyIssuesforChinaMobileKeyTrendsinMobileTelecomsAverageRevenuePerSubscriberisdeclining...…keepingEBITDAmarginsflatUSACellularEBITDA%1998-2002Source:DLJNote:Thisdatarepresentsresultsfora“typical”cellularcompanyThevalueofmobilevoiceserviceshaspeaked.MuchofthevaluegrowthintheUSisnowsubstitutiveMobilevoiceismaturingARPUPenetration*Soneraisre-brandedTelecomFinlandMobileItisthoughtthatdataserviceswillultimatelyfillthis“valuegap”,withmobiledevicesbecomingtheECommerce“toolofchoice”formostconsumersIntheUS,mobilevaluationsgenerallyexceedcashgenerationbyasignificantmarginVoiceServicesOther70%100%%MobileValue

FMC

SubstitutionData/BroadbandInvestorsbelievethattheintroductionofmobiledatatechnologieswillcreatesignificantnewopportunities...Asia--Japan,HongKong,Taiwan,andSingapore--portendtobeleadersintheintroductionofmobiledataapplicationsData9.6-14.5kbpsSMSHSCSDGPRS115.2kbpsEDGEWCDMA384kbps-2MbpsData9.6SMSCDPD19.2kbpsCDPD,GPRS57.6-115.2kbps136+115.2-384kbpsWCDMA384kbps-3MbpsInformationBroadcast:Weather;banking;news;stocksFiletransfer;downloadInfoaccess;Intranetaccess;realtimeapps;,interactivesessions19981999-20002000-012001-02Wirelessmultimedia,voice,video,multimediaapplications,M-commerce2002+GSMTDMAPDCData28.8kbpsSMSWCDMA384kbps-3MbpsProjectionsofWAP,CellularSubs,andInternetSubsGrowth-200,000,000400,000,000600,000,000800,000,0001,000,000,0001,200,000,0001,400,000,0001996199719981999200020012002200320042005ProjectedCellular

Subscribers

ProjectedPC's

Connectedtothe

Internet

(Dataquest10/98)ProjectedWAP

Handsets

ManybelievethatInternetaccesswillmovetothe“handset”MobiledatawillenablemyriadnewserviceopportunitiesConsumerBusinessOtherInformationServicesEntertainmentGamesBankingE-CommerceE-mailVideotelephonyPersonalnavigationInternetaccessDatabasesearchCorporatedatabasesEmailFiletransferIntranetaccessInternetaccessVehiclenavigationVideotelephonySpecialistproducts:TelemetryMachinemonitoringNavigation&logisticsproductsAlternativeproducts:ReturnchannelsforbroadcasttechnologiesWirelesshomesMobiledatawillcreateanewvaluechainformobileoperatorsThecombinationofmultipleservicesandsegmentswillleadtothedevelopmentofacomplexnewvaluechainthatcombinescontent,transportandsolutionsActivitiesCustomerTraditionalMobileValueChainNetworkManagementServiceProvisionNetworkplanningNetworkconstructionNetworkoperationSalesandmarketingBillingCustomercareActivitiesCustomerContentProduction,distributionandaggregationofcontentEditors,Magazines,On-Line,andPortalsCoreandaccesstransmissionofdataInternetbackboneproviders,Accessproviders(e.g.GSMandUMTS)TransportSolutionsHardwareandsoftwaresolutionsenablingtheproductstobeusedSmartphones,PDAsandInternetbrowsers;CorporateIntranetsoftwareExamplesFutureMobileValueChain…transportandaccesswillbecome“l(fā)owvalue”commodities...Intheconsumermarket,asthenetworkbecomesunbundled,valuecreationwillmigratetoeithercontentorsolutionsConsumersCONTENT

SERVICECREATION

INTEGRATION

MOBILETERMINALS

TRANSPORTValueAddedServiceProvider

ACCESSTransportSolutionsContentOperatorMediaPortals…owninganetworkwillnotbeessentialforparticipationinthemobileconsumermarket...Inthecorporatemarket,mobileoperatorsmaylosedirectcustomeraccessSolutionprovidersarepoisedtocaptureamajorityofthevalue...ITFixedTelecomsMobileTelecomsCorporateTodayCorporateMobileTelecomsCorporateITSolutionProvidersFixedTelecomsTheFutureMNCLargeNationalSMEPersonalHouseholdContentTransportSolutionsMostexistingmobileoperatorsarenotwell-positionedexceptinthetraditionalpersonalsegmentPoorlyPositionedModeratelyPositionedWell-PositionedCustomerSegmentsPersonalCorporateGSM(TDMA/CDMA)GSMGPRSDECTOtherUMTSEDGEGMPCSCountryXCountryYThismayleadtoa“mobilenetworkbreak-up”This“breakup”isconsistentwithwhathashappenedinfixedlineservices...KeyNear-TermSuccessFactorsKeyIssuesforChinaMobileIdentify,develop,andretaintargetcustomersthroughon-goingsegmentationandanalysisSecureexistingrevenuesthroughrevenueintegritymeasuresBecomecustomercentric,andbegintodevelopaCustomerManagementSystemSwitchfixedtovariablecoststhroughoutsourcingOptimisethebusinessportfoliotocaptureandinvestinnewrevenuesstreamsInPwC’sexperience,5strategicimperativesarecommontodevelopingmobileoperators1.SegmenttheCustomerBaseUnderstandingthetrueprofitabilityofcustomersisessentialtogetfullvaluefromthecurrentcustomerbaseTypicalCustomerProfitabilityDistributionSegmentationvariables:customertypeneeds/usagepatternsservicecomplexitylocationcostsvsrevenuesUnprofitableMarginallyProfitableHighlyProfitablePromotions,productdevelopment,marketing,pricing,salesandsupportshouldfocusonfinding,acquiring,retainingandenhancingprofitablecustomersegments#ofCustomers2.CreateaCustomer-CentredOrganisationTocreate“winning”servicesforcustomers,operatorsincreasinglybuildCustomerManagement(CMS)Systemstocollect,analyze,andusecustomerinformationandperformincreasinglysophisticatedsegmentationexercisesTransactionDataDatabaseMarketingSystemCustomerAcquisitionDirectMarketingCustomerManagementTelephonePersonalComputerMailInternetPlanning/CreateMIDBrokers/branches/dealersTouchPointsAnalysisAreasFinancialManagementOtherSystemsDemographicsCommunicationsHistoryPsychographicsDataSources2.CreatingaCustomerCenteredOrganisation11.3812.16712.5713.4812.675.93.4313.8914.9414.36.643.8315.3516.5616.127.484.2916.9618.3618.190.844.79010203040506019981999200020012002MarketManagementOrderManagementNetworkManagementSource:TheYankeeGroup,1998CustomerManagementBusinessManagement$BnSpendingbytelecomoperatorsonCustomerManagementSystemsisapproachingUS$20billionannually2.Cre三ati三ng三aC三ust三ome三r-C三ent三ere三dO三rga三nis三ati三onAud三itCus三tom三er三Ops三.Cor三por三ate三&Lar三ge三Acc三ts.Cus三tom三erOpe三rat三ion三sCon三sum三erand三SM三ECus三tom三erOpe三rat三ion三sNew三Me三diaCus三tom三erOpe三rat三ion三sInt三ern三etCOOCus三tom三erOpe三rat三ion三sEng三ine三eri三ng&Net三wor三kCon三str三uct三ionNet三wor三kOpe三rat三ion三s&Mai三nte三nan三ceChi三efInf三orm三ati三onOff三ice三r(三IT)Chi三efTec三hni三calOff三ice三rFin三anc三ePro三cur三eme三ntAdm三inLeg三alInv三est三orRel三ati三onsRev三enu三eAss三ura三nceRea三lE三sta三teChi三efFin三anc三ialOff三ice三rStr三ate三gicPla三nni三ngHum三anRes三our三cesCor三por三ateCom三mun三ica三tio三nsCar三rie三rR三ela三tio三ns&Reg三.A三ffa三irsRis三kMan三age三men三tChi三ef三Exe三cut三iveOff三ice三rBoa三rd三of三Dir三ect三orsThe三or三gan三isa三tio三nn三eed三st三ob三es三tru三ctu三red三ar三oun三dk三ey三cus三tom三er三and三pr三odu三ct三gro三ups三,w三ith三ac三cou三nta三bil三iti三es三acr三oss三al三lc三ust三ome三rf三aci三ng三fun三cti三onsCur三ren三tRev三enu三esLos三tR三eve三nue三s:Los三tc三all三re三cor三dsPoo三rt三est三ph三ase三co三ntr三olDel三aye三db三ill三ingIna三ccu三rat三er三ati三ng/三dis三cou三nti三ngIna三deq三uat三ec三red三it三con三tro三lExc三ess三ive三ag三ed三deb三tIne三ffe三cti三ve三fra三ud三pre三ven三tio三nAct三ion三to三en三han三ce三rev三enu三ei三nte三gri三ty三wil三lf三low三th三rou三gh三imm三edi三ate三ly三to三the三bo三tto三ml三ine3.Sec三ure三ex三ist三ing三re三ven三uesMan三ym三obi三le三bus三ine三sse三sa三re三los三ing三re三ven三ues三al三rea三dy三ear三ned三be三cau三se三of三fla三ws三in三the三ir三sys三tem三sa三nd三pro三ces三sesExc三han三geFil三es三ove三rwr三itt三en三bef三ore三co三lle三cti三onFil三es三los三t/i三nco三mpl三ete三or三co三rru三pte三dIna三deq三uat三ei三nfo三rma三tio三nf三or三bil三lin三gVal三id三dat三ar三eje三cte三dDat三an三ot三tra三nsf三err三ed三on三at三ime三ly三bas三isRev三enu三el三eak三age三po三int三sc三an三occ三ur三any三whe三re三in三the三en三dt三oe三nd三rev三enu三el三ife三cyc三le三and三ca三nc三aus三ep三oor三qu三ali三ty三of三cus三tom三er三ser三vic三e,三los三so三fr三epu三tat三ion三,e三tc三...3.Sec三ure三ex三ist三ing三re三ven三uesBil三lin三ga三nd三pri三cin三gr三eve三nue三le三aka三ges三wi三ll三cau三se三eve三ng三rea三ter三pr三obl三ems三wi三th三the三mo三bil三ed三ata三si三nce三bi三lli三ng三and三pr三ici三ng三wil三lb三eco三me三mor三ec三omp三lexTyp三ica三lr三eve三nue三le三aka三ge三pro三ble三ms…三…..Bil三lin三ga三nd三Pri三cin三gInc三orr三ect三pr三ice三ss三et-三upInc三ons三ist三ent三pr三ice三so三nd三iff三ere三nt三pri三cin三ge三ngi三nesInc三orr三ect三/in三com三ple三te三cus三tom三er三dat三aInc三orr三ect三di三sco三unt三in三for三mat三ionLos三so三fc三all三re三cor三ds3.Sec三ure三al三le三xis三tin三gr三eve三nue三sUS三Cel三lul三ar三Ope三rat三orUS三IXCAsi三an三Cel三lul三ar三Ope三rat三orISS三UEIna三ccu三rat三eint三erc三onn三ect三ioncha三rge三sInc三orr三ect三ra三tin三gtab三les三in三bi三lli三ngsys三temIna三deq三uat三erev三enu三ei三nte三gri三tySOL三UTI三ONPro三ces三sr三evi三ewand三ch三ang三esBil三lin三ga三ccu三rac三yass三ess三men三tDia三gno三sti三cr三evi三ewRES三ULT$2mil三lio三nann三ual三ise三dsav三ing三s$7mil三lio三nann三ual三ise三dund三erb三ill三ing三sRev三enu三ei三nte三gri三tyfra三mew三ork三in三pl三ace…giv三ing三en三han三ced三sh三are三hol三der三va三lue三,i三mpr三ove三dc三ust三ome三rs三erv三ice三an三db三ett三er三foc三us三on三hig三hr三isk三ar三easExa三mpl三esRev三enu三ed三iag三nos三tic三to三ols三ca三ni三den三tif三yl三eak三age三s.三Ste三mmi三ng三rev三enu三elea三kag三es三can三ad三d5三-10三%t三oa三nnu三al三rev三enu三es三at三min三ima三la三ddi三tio三nal三co三st4.Swi三tch三fi三xed三to三va三ria三ble三co三stsOut三sou三rci三ng,三su三b-c三ont三rac三tin三g,三and三co三-op三era三tio三nw三ith三ot三her三or三gan三isa三tio三ns三can三re三pla三ce三fix三ed三cos三ts三wit三hm三ore三fl三exi三ble三va三ria三ble三co三sts三..三.Act三ivi三tie三st三hat三ca三nb三eo三uts三our三ced三in三clu三de:Mar三ket三re三sea三rchAdv三ert三isi三ng三and三pr三omo三tio三nSal三es三cha三nne三lm三ana三gem三entIT三man三age三men三tPay三rol三lp三roc三ess三ingFac三ili三tie三sm三ana三gem三entNet三wor三kd三esi三gn三and三co三nst三ruc三tio三nFle三et三man三age三men三tFix三ed三cos三tsBre三ak-三eve三nCon三tri三but三ionMar三gin1.Dis三pos三eo三fn三on-三cor三e“三val三ue三des三tro三yin三g”三bus三ine三sse三s2.Reo三rga三nis三ec三ore三bu三sin三ess-d三el三aye三r-s三imp三lif三ya三nd三foc三us3.Obt三ain三gr三eat三er三val三ue三fro三mu三nde三r-u三til三ise三dn三on-三cor三ea三sse三ts,三e.三g.三lan三d4.Out三sou三rce三no三n-三str三ate三gic三pr三oce三sse三sa三nd三act三ivi三tie三sFou三rS三tep三St三rat三egi三cR三evi三ewIll三ust三rat三iveVal三ue三cre三ati三ng三ope三rat三ion三sVal三ue三des三tro三yin三go三per三ati三onsCur三ren三tp三ort三fol三io三val三uePot三ent三ial三po三rtf三oli三ov三alu三e+ve-ve$5.Opt三imi三se三the三bu三sin三ess三po三rtf三oli三oMan三age三men三ts三hou三ld三see三kt三oc三ont三inu三all三yf三ine三-tu三ne三the三bu三sin三ess三po三rtf三oli三oa三nd三rei三nve三st三to三cre三ate三ne三wv三alu三eAss三ump三tio三ns三and三Ne三xt三Ste三psKey三Is三sue三sf三or三Chi三na三Mob三ileLoo三kin三gF三orw三ardPwC三ha三st三he三fol三low三ing三as三sum三pti三ons三ab三out三CM三CC’三sfut三ure三op三era三tio三n:CMC三C’s三bu三sin三ess三wi三ll三get三in三cre三asi三ngl三yc三omp三lex三as三a三res三ult三of三gr三owt三h,三com三pet三iti三on,三te三chn三olo三gic三al三cha三nge三,a三nd三mar三ket三ch三ang三eSig三nif三ica三nt三per三for三man三ce三imp三rov三eme三nt三wil三lb三er三equ三ire三dt三os三ust三ain三sh三are三hol三der三va三lueCom三pet三enc三yi三nn三ew三ser三vic三ec三rea三tio三n,三mob三ile三da三ta,三an三dc三ust三ome三rm三ana三gem三ent三wi三ll三be三req三uir三ed三for三su三sta三ina三ble三,l三ong三-te三rm三lea三der三shi三pStr三ong三pa三rtn三ers三hip三sa三nd三all三ian三ces三wi三ll三be三cri三tic三al三to三suc三ces三sCES三AAn三Ent三erp三ris三e-三Wid三eS三olu三tio三nf三rom三Pw三CF三or三Com三mun三ica三tio三ns三Bus三ine三ss三Gro三wthVal三ue三Dri三ver三sf三or三aT三ele三com三Co三mpa三nyThe三Se三ven三Pr三inc三ipa三lV三alu三eD三riv三ers三:Ope三rat三ing三Pr三ofi三tM三arg三inRev三enu三eG三row三thWor三kin三gC三api三talCom三pet三iti三ve三Adv三ant三age三Pe三rio三dCas三hT三ax三Pai三dCap三ita三lE三xpe三ndi三tur三eCos三to三fC三api三talCri三tic三al三Iss三ues三th三at三Aff三ect三th三eV三alu三eD三riv三ersTim三et三om三ark三etEff三ici三ent三,t三ech三nic三all三y三adv三anc三ed三net三wor三kAtt三rac三tin三g&三Ke三epi三ngPro三fit三abl三eC三ust三ome三rBra三nd三Di三ffe三ren三tia三tio三nCha三nne三l三Dis三tri三but三ionFin三anc三ingRev三enu三eG三row三thOpe三rat三ing三Pr三ofi三tM三arg三inCas三hT三ax三Pai三dWor三kin三gC三api三talCap三ita三lE三xpe三ndi三tur三eCos三to三fC三api三talCom三pet三iti三ve三Adv三ant三age三Pe三rio三dOur三Re三spo三nse三to三th三eT三op三6C三rit三ica三lI三ssu三esRes三pon三sePro三ven三Or三gan三isa三tio三nal三an三dB三usi三nes三sP三roc三ess三Te三mpl三ate三sPre三-in三teg三rat三ed三Sys三tem三So三lut三ionPro三ven三Im三ple三men三tat三ion三Pr三oce三ssPre三-Ev三alu三ate三dB三est三-in三-Cl三ass三Te三chn三olo三gy,三Ve三ndo三rs三and三Ap三pli三cat三ion三sInv三est三men三tG三ear三ed三to三Bus三ine三ss三Gro三wthInt三egr三ate三dC三ust三ome三rC三are三Fo三cus三to三Mi三nim三ise三Ch三urn三an三dM三axi三mis三eR三eve三nue三Re三tur三nSca三lea三ble三Lo三w-R三isk三So三lut三ionLea三din三gE三dge三bu三tB三ase三do三nP三rov三en三Tec三hno三log三yInt三egr三ate三dP三erf三orm三anc三eM三eas三ure三men三tF三ram三ewo三rkAO三ne-三Sto三p-S三hop三Co三mmu三nic三ati三ons三En三ter三pri三se三Sol三uti三onCri三tic三al三Iss三uesTim三et三om三ark三etEff三ici三ent三,t三ech三nic三all三y三adv三anc三ed三net三wor三kAtt三rac三tin三g&三Ke三epi三ngPro三fit三abl三eC三ust三ome三rsBra三nd三Di三ffe三ren三tia三tio三nFin三anc三ingCha三nne三l三Dis三tri三but三ionRev三enu三eG三row三thOpe三rat三ing三Pr三ofi三tM三arg三inCas三hT三ax三Pai三dWor三kin三gC三api三talCap三ita三lE三xpe三ndi三tur三eCos三to三fC三api三talCom三pet三iti三ve三Adv三ant三age三Pe三rio三dWhi三ch三Res三pon三ses三Re三sol三ve三Whi三ch三Cri三tic三al三Iss三ues三?Tim三et三oM三ark三etAtt三rac三tin三ga三nd三Kee三pin三gP三rof三ita三ble三Cu三sto三mer三sFin三anc三ingEff三ici三ent三,T三ech三nic三all三yA三dva三nce三dN三etw三orkBra三nd三Dif三fer三ent三iat三ionCha三nne三lD三ist三rib三uti三onPro三ven三Or三gan三isa三tio三nal三an三dB三usi三nes三sP三roc三ess三Te三mpl三ate三sPre三-in三teg三rat三ed三Sys三tem三So三lut三ionPro三ven三Im三ple三men三tat三ion三Pr三oce三ssBes三t-i三n-C三las三sS三olu三tio三nsInv三est三men三tG三ear三ed三to三Bus三ine三ss三Gro三wthInt三egr三ate三dC三ust三ome三rC三areSca三lea三ble三Lo三w-R三isk三So三lut三ionLea三din三gE三dge三bu三tP三rov三en三Tec三hno三log三yInt三egr三ate三dP三erf三orm三anc三eM三eas三ure三men三tCri三tic三al三Iss三uesRes三pon三sesTyp三ica三lC三omm三uni三cat三ion三sB三usi三nes三sD三eve三lop三men三tP三has三esPha三sePha三se三1-三La三unc三hSin三gle三So三lut三ion三Pr三ocu三redRap三id三Dep三loy三men三tR三equ三ire三dPha三se三2-三Gr三owt三hSys三tem三Ca三pac三ity三an三dP三erf三orm三anc三eC三ons三tra三int三sDiv三ers三eA三ppl三ica三tio三ns三Imp三lem三ent三edPha三se三3-三Re三pla三cem三entSys三tem三Be三com三es三Une三con三omi三ct三oC三ont三inu三et三oS三cal三ea三nd三Enh三anc三eRep三lac三eme三nt三Sys三tem三sS三ele三cte三da三nd三Com三mis三sio三nedPha三se三4-三In三teg三rat三ionLar三ge-三sca三le三Int三egr三ati三on三and三Re三-En三gin三eer三ing三Re三qui三red三to三de三liv三er三Bus三ine三ss三Syn三erg三yPha三se三5-三Su三ppo三rt三4三-I三nte三gra三tio三nUpg三rad三es,三on三goi三ng,三ma三int三ena三nce三(i三n-h三ous三e)Iss三ueRai三se三Cap三ita三lPro三fitpersub三scr三ibe三rCas三hFlo三wRet三urnoninv三est三men三tDif三fer三ent三iat三ionThe三CE三SA三Sol三uti三on三and三It三sI三mpa三ct三on三the三Bu三sin三ess三De三vel三opm三ent三Ph三ase三sCES三AD三eve三lop三men三tPha三sesPha三se三1-三La三unc三hInt三egr三ate三ds三olu三tio三np三roc三ure三dRap三id三dep三loy三men三tPha三se三2-三Gr三owt三hUti三liz三ea三ddi三tio三nal三fe三atu三res三of三sy三ste三mSca三le三har三dwa三reAdd三iti三ona三ll三ice三nse三sp三roc三ure三dMor三es三oph三ist三ica三ted三pe三rfo三rma三nce三me三asu三rem三ent三de三plo三yedPha三se三3-三Su三ppo三rtUpg三rad三es,三on三-go三ing三ma三int三ena三nce三su三ppo三rte三db三yv三end三or三par三tne三rsPha三se1Pha三se2Pha三se3Pha三se4$Typ三ica三lI三nve三stm三entCES三AI三nve三stm三entPha三se5Typ三ica三lD三eve三lop三men三tP三has三esPha三se三1-三La三unc三hSin三gle三So三lut三ion三Pr三ocu三redRap三id三Dep三loy三men三tR三equ三ire三dPha三se三2-三Gr三owt三hSys三tem三Ca三pac三ity三an三dP三erf三orm三anc三eC三ons三tra三int三sDiv三ers三eA三ppl三ica三tio三ns三Imp三lem三ent三edPha三se三3-三Re三pla三cem三entSys三tem三Be三com三es三Une三con三omi三ct三oC三ont三inu三et三oS三cal三ea三nd三Enh三anc三eRep三lac三eme三nt三Sys三tem三sS三ele三cte三da三nd三Com三mis三sio三nedPha三se三4-三In三teg三rat三ionLar三ge-三sca三le三Int三egr三ati三on三and三Re三-En三gin三eer三ing三Re三qui三red三to三de三liv三er三Bus三ine三ss三Syn三erg三yPha三se三5-三Sup三por三tUpg三rad三es,三on三goi三ng三mai三nte三nan三ce三(in三-h三ous三e)AC三omp三let三eE三nte三rpr三ise三Ar三chi三tec三tur三ef三or三Com三mun三ica三tio三ns三Bus三ine三sse三sRef三ere三nce三Da三ta三Mod三elBes三t-i三n-C三las三sP三rod三uct三Se三tDat三aWar三eho三useDat三aM三ode三lCur三ren三tSys三tem三sPre三-Int三egr三ate三dforQui三ckSta三rtInt三erf三aceDef三ini三tio三nOrg三ani三zat三ion三al三Bui三ld三and三Bu三sin三ess三Pr三oce三ss三Mod三elImp三lem三ent三ati三on三Ser三vic三eInt三egr三ate三dP三erf三orm三anc三eM三eas三ure三men三tF三ram三ewo三rkPre三-in三teg三rat三ed三Sys三tem三So三lut三ionOrg三ani三zat三ion三al三Bui三ld三and三Bu三sin三ess三Pr三oce三ss三Mod三el=In三Sco三peCus三tom三er三Val三ue三Cha三inMarketIdentificationPro三duc三tMan三age三men三tMar三ket三ingSal三esSer三vic三eDel三ive三rySer三vic三eAss三ura三nceBil三lin三gCon三tac三tMan三age三men三tMIPMMASSSDSABICCNet三wor三kM三ana三gem三ent三Va三lue三Ch三ainPla三nNet三wor三kDes三ignNet三wor三kCon三str三uct三/Con三fig三ureNet三wor三kSer三vic三eGen三era三tio三nTes三tNet三wor三kMan三agetheNet三wor三kMan三ageNet三wor三kPer三for三man三cePNDNCNSGTNMNMPMan三age三HRMan三age三Fi三nan三cePla三n&三Go三ver三nB三usi三nes三sMan三age三Su三ppl三y三Cha三inBus三ine三ss三Ope三rat三ion三sP三roc三essMai三nta三in三Ext三ern三al三Rel三ati三ons三hip三sPEMSMFHRDep三loy三an三dM三ana三ge三IS三/O三uts三our三cin三gDInt三egr三ate三dP三erf三orm三anc三eM三eas三ure三men三tF三ram三ewo三rkCus三tom三er三Val三ue三cha三inMar三ket三Id三ent三ifi三cat三ionPro三duc三tM三ana三gem三entMar三ket三ingSal三esSer三vic三eD三eli三ver三ySer三vic三eA三ssu三ran三ceBil三lin三gCus三tom三erCon三tac三tMan三age三men三tProductDefinitionProductPlanningProductDevelopmentProductDeploymentProductTrackingProductRetirementMarketResearch&AnalysisCustomerSegmentationProductSegmentationMarketStrategyDevelopmentCampaignManagementProspectManagementPricing&PackagingChannelSupportCustomerManagementReportingSalesStrategyDefinitionChannelManagementAccountPlanningSellingSaleCloseCustomerWinbackandRetentionOrderFulfillmentServiceProvisionCustomerManagementCustomerQueriesContactManagementTroubleManagementUpsellingandCross-sellingManagementSLAManagementInternalReportingRegulatoryReportingUsageCollectionRatingBillCalculationBillRenderingPaymentProcessingDebtProcessingSettlementBillingPaymentProcessingDebtProcessingInter-ConnectBillingTur三nov三er三gro三wthPro三fit三Ma三rgi三nTax三Ra三teWor三kin三gC三api三talFix三ed三Rat三esCos三to三fC三api三talGro三wth三du三rat三ionCos三tp三er三lin三ei三nst三all三edCos三tp三er三lin三es三erv三ice三dInt三erc三onn三ect三ion三co三stOve三rhe三ad/三emp三loy三eeCro三ss-三sub三sid三ym三obi三le三han三dse三tsFix三ed三lin三ep三ene三tra三tio三nCel三lul三ar三cov三era三geDig三ita三liz三ati三on三/AT三Mp三roj三ect三sSub三scr三ibe三r/三Ba三se三sta三tio三nGDP三gr三owt三hMar三ket三Gr三owt三hMar三ket三sh三areTar三iff三pl三ans三/R三egu三lat三ionChu三rn三rat三eVal三ue三Dri三ver三sTypicalMeasures/Micro-drivers/projects(Sol三uti三on三to三con三tai三ns三et三of三pre三-de三vel三ope三dv三alu三er三epo三rts三)App三lic三ati三ons三im三ple三men三tin三gt三he三Cus三tom三er三Val三ue三Cha三in三in三the三De三mon三str三ati三onMar三ket三Id三ent三ifi三cat三ionPro三duc三tMan三age三men三tMar三ket三ingSal三esSer三vic三eDel三ive三rySer三vic三eA三ssu三ran三ceBil三lin三gCus三tom三erCon三tac三tMan三age三men三tMIPMMASSSDSABICCMI-1MarketResearch&AnalysisMI-2CustomerSegmentationMI-3ProductSegmentationPM-1ProductDefinitionPM-2ProductPlanningPM-3ProductDevelopmentPM-4ProductDeploymentPM-5ProductTrackingPM-6ProductRetirementMA1-MarketStrategyDevelopmentMA2-CampaignManagementMA3-ProspectManagementMA4-Pricing&PackagingMA5-ChannelSupportMA6-CustomerManagementReportingSS1-SalesStrategyDefinitionSS2-ChannelManagementSS3-AccountPlanningSS4-SellingSS5-SaleCloseSS6-CustomerWinbackandRetentionSD1-OrderFulfillmentSD2-ServiceProvisionCC1-CustomerManagementCC2-CustomerQueriesCC3-ContactManagementCC4-TroubleManagementCC5-UpsellingandCross-sellingManagementSA1-SLAManagementSA2-InternalReportingSA3-RegulatoryReportingBI1-UsageCollectionBI2-RatingBI3-BillCalculationBI4-BillRenderingBI5-PaymentProcessingBI6-DebtProcessingBI7-SettlementBillingBI8-Inter-ConnectBillingApp三lic三ati三on三Int三egr三ati三on:Van三tiv三eGen三evaOra三cle三Ap三ps.11Sys三tem三sI三mpa三ct三on三the三Va三lue三Ch三ainMed三iat三ion三de三vic三eTro三ubl三eTic三ket三ingWor三kF三low三Ma三nag三eme三ntOrd三erPro三ces三sin三gAut三oma三tic三Ca三ll三Dis三tri三but三ion三/CT三IUsa三geRat三ingAcc三oun三tsRec三eiv三abl三e‘net三wor三k’三Inv三ent三orySer三vic三ePro三vis三ion三.Wor三kF三orc三eMan三age三men三tPro三spe三ctMan三age三men三tSer三vic三eL三eve三lAgr三eem三entDat三aWar三eho三useCus三tom三ersInv三ent三oryPro三duc三tsInt三egr三ate三dBil三lin三gMarketIdentificationSalesServiceDeliveryProductDevelopmentMarketingBillingCustomerCareServiceAssuranceTro三ubl三eTic三ket三ingVRUDat三aW三’hs三e-c三ust三ome三rseg三.-p三rod三uctseg三.Dat三aW三’hs三e-w三hat三if三s-c三ust三ome三rana三l.-p三rod三uctana三l.-u三nit三an三al.Dat三aW三’hs三e-c三ust三ome三rseg三.-p三rod三uctseg三.Dat三aW三’hs三eAcc三essNet三wor三kM三ana