Evolution of OSS/BSS, CRM,
basic business processes; internal management vs. outsourcing;
"best-in-class" vs. integrated offerings.
Technology
Assessment
Ease of use, availability,
integration with existing software/hardware, competitive
assessment.
Business Options
Form of ownership, channel choices, 'netcentricity',
preferred role of automation.
Case Studies
For a company that sells very complex software
packages (often 10M+ lines of code) to wireline and wireless
carriers, CSMG performed a thorough review of the organic
limits for growth for the client's four divisions. We concluded
(1) that organic growth would not yield desired financial
results; (2) that harvesting the business would raise a series
of customer defection issues that would effectively derail
such a strategy; and (3) that an aggressive M&A program
needed to be considered, on top of selective further investment
in existing product lines. We then screened seven zones of
M&A candidates, focused in on three zones, and helped
the client value and complete the transaction for their number
one target.
CSMG worked for a large non-US carrier to improve their customers'
online billing experience and increase online billing penetration.
We assessed ways to enhance the electronic bill presentment,
using a wide range of other companies' sites (both inside
and outside telecom) as benchmarks. We identified best practices
and helped to incorporate them into a beta test site that
was then trialed in a series of nine focus groups with representatives
of a range of different market segments. We developed a full-scale
business case to quantify the impact of customer enrollment,
migration to paperless billing, and migration to various payment
options such as direct debit.
