MKXZ-電信行業報告-客戶生命周期管理

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Going the distance
elecom service providers in the United States face a sea of troubles.
In wireless, the days of double-digit market growth are over, leaving
competitors to fight for one another’s customers. In wireline, real revenues
for local and long-distance calls are falling while competition from new
entrants is taking market share from incumbents. Cable operators are suffering
from weak balance sheets, tough competition from direct-broadcastsatellite
services, and sharply rising programming costs. Not surprisingly,
share prices in the sector have tumbled from their highs in 2000, but even
today’s depressed prices are hard to justify without much-improved margins.
Unfortunately, most industry CEOs are focusing on margin-improving techniques
that are either hard to pull off (such
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