The Current Situation

Customer Care and BillingMeets the Land of WalMart

CCB as a Commodity

• Little or no product differentiation–Gartner, Frost, Yankee, Providers

• All vendors have good references• All vendors have rapid installs• Buyer’s Market Decision Factors

–Total price–Company stability–Penalties–Product features are fait accompli

A Level Playing Field?

• Negative Perceptions– Less Efficient

• Many people, no direction

– Longer Installations• Forced acceptance followed

by long clean-up period

– Lack of Knowledge• Operator business models

and process flows• Products are feature rich and

navigation poor

– Higher Costs• Travel and Time

Can We Survive?

• Commodity businesses can be very successful (ala WalMart)

• Change in mindset is required• Change in perceptions is essential• Two Keys to Success

– Increase Volume–Reduce Costs

Positioning for Prosperity

The Volume Equation

Divide and Conquer

Networks Processes

Service Types

Bundling Adaptation

Standalone

ProductExtension

Channels Marketing

DIVERSITY

Close-Hanging Fruit

RelationshipManagement

CustomerKnowledge

IndustryKnowledge

SupportEssentials

RETENTION& EXPANSION

Force Multiplication

DirectSales

LeadPassing

GlobalFocus

RegionalFocus

SalesAgents

GlobalFocus

RegionalFocus

SystemsIntegrators

SupportRelationships

FOTS

The Battle is Already Won

Targeting Qualification Proposals ReferenceSites

WIN RATIO

A Household Name

DirectResponse

Global Regional

Trade Events SpeakingEngagements

PublicRelations

ConsultantRelationships

BRANDING

The Efficiency Equation

Onsite/Offsite Ratio

Standards Methodology InternalTraining & Docs

SalesProcess

KnowledgeBase

EFFICIENCY

Kolkata Value Advantage

SOW& FS

ProductDocumentation

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ONSITE/OFFSITE RATIO

Consistency & Repeatability

ProductDevelopment

Quality Testing SystemsIntegration

STANDARDS& METHODS

Repeatability & Consistency

ProductDevelopment

ProjectEngineering

Product ClientSite

INTERNALTRAINING& DOCS

Sales Process

ProcessFlow

SalesTraining

ProspectQualification

ClientKnowledge

RelationshipManagement

Industry Skills

SALESPROCESS

Gray Matter Does Matter

PMM PD PE GPS

KNOWLEDGEBASE