Making Business Systems in the Telecommunication Industry More Customer-Oriented
作者： Christian Czarnecki , Axel Winkelmann , Myra Spiliopoulou
DOI: 10.1007/978-1-4419-9790-6_14
关键词:
摘要: Market changes have forced telecommunication companies to transform their business. Increased competition, short innovation cycles, changed usage patterns, increased customer expectations and cost reduction are the main drivers. Our objective is analyze what extend transformation projects improved orientation towards end-customers. Therefore, we selected 38 real-life case studies that dealing with orientation. analysis based on a telecommunication-specific framework aligns strategy, business processes information systems. The result of our shows following: aim improve combined clear goals costs revenue enterprise. These usually directly linked touch points, but also development provisioning products. Furthermore, not sole trigger for transformation. There no one-fits-all solution; rather, needs aligned as well systems related different parts company.
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