My Rambling Views of the Telephone Industry
By Bob Weiss
YOU MIGHT STILL BE AN ILEC IF...
My Rambling Views of the Telecommunications Industry
By Bob Weiss
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INDUSTRY LIFE CYCLE
• LIFE CYCLE ANALYSIS OF THE TELEPHONE INDUSTRY
• 100 YEARS OLD, IS OLD
GROWTH MATURITY DECLINE
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WHERE ARE WE NOW-2003
• WE OFFER TRADITIONAL POTS, CLASS FEATURES, VOICE MAIL
• WE OFFER HIGHSPEED INTERNET, WEB DESIGN AND HOSTING, EMAIL SERVICES
• WE OFFER DIGITAL VIDEO, SD, PPV, PREMIUM CHANNELS, MUSIC
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2003 ACRONYMS
• CFW
• CWT
• SCR
• ACR
• CND
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REVENUE SOURCES IN 2003
• LOCAL RATES (ACCESS LINES)
• USF
• ACCESS CHARGES
• I/C COMPENSATION
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WHERE ARE WE NOW? 2010
• LANDLINES• VOIP• BROADBAND- 1MB, 3MB,5MB, 10MB• DIGITAL VIDEO OVER ATM OR IP VIDEO
- 180-200+ CHANNELS–HIGH DEFINITION–DVR
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2010 CONTINUED
–HIGH DEF
–DVR
• WIRELESS-NOW AGENTS, NOT OWNERS
• SERVICE, SERVICE,SERVICE
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ACRONYMS 2010
• FTTH
• VOD
• OTTV
• NBP
• CAF
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REVENUES SOURCES 2010 AND FORWARD
• LOCAL RATES?
• ACCESS CHARGES?
• I/C COMPENSATION?
• BROADBAND SERVICES?
• USF OR CAF?
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FCC NBP GOALS
• GOAL 1: 100 MILLION HOMES SHOULD HAVE AFFORDABLE ACCESS TO 100MBS DOWNLOAD SPEEDS, AND 50MBS UPLOAD SPEEDS BY 2020. (50MBS DOWN AND 20 MBS UP BY 2015)
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FCC NBP
• GOAL 2: THE US SHOULD LEAD THE WORLD IN MOBILE INNOVATION, WITH THE FASTEST, MOST EXTENSIVE WIRELESS NETWORKS OF ANY NATION.
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FCC NBP
• GOAL3: EVERY AMERICAN SHOULD HAVE AFFORDABLE ACCESS TO ROBUST BROADBAND SERVICE, AND THE MEANS AND SKILLS TO SUBSCRIBE IF THEY SO CHOOSE.
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FCC NBP
• GOAL 4: EVERY COMMUNITY SHOULD HAVE AFFORDABLE ACCESS TO AT LEAST 1GBS BROADBAND SERVICE TO ANCHOR INSTITUTIONS SUCH AS SCHOOLS, HOSPITALS, AND GOVERNMENT BUILDINGS.
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FCC NBP
• GOAL 5: TO INSURE SAFETY OF ALL AMERICANS, EVERY FIRST RESPONDER SHOULD HAVE ACCESS TO A NAIONWIDE PUBLIC SAFETY NETWORK.
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FCC NBP
• GOAL 6: TO ENSURE THAT AMERICA LEADS THE CLEAN ENERGY ECONOMY, EVERY AMERICAN SHOULD BE ABLE TO USE BROADBAND TO TRACK AND MANAGE THEIR REAL-TIME ENERGY CONSUMPTION.
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THE FUTURE
• TECHNOLOGIES–FIBER TO THE HOME
• FUTURE PROOF
–HIGHSPEED WIRELESS• WI-FI
• WIMAX
–SATELLITE
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OPPORTUNITIES
• BE THE BROADBAND PROVIDER
• SMART GRID
• MANAGED SERVICES
• SECURITY SERVICES
• NICHE SERVICES
SERVICE, SERVICE
SERVICE
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PETER DRUCKER
PETER DRUCKER1910-2005
“THERE IS ONLY ONE VALID DEFINITION OF BUSINESS
PURPOSE: TO CREATE AND RETAIN A CUSTOMER.”
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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
• TRUE CRM IS A WAY TO OPERATE WITH YOUR CUSTOMERS.
• THE CUSTOMER IS YOUR CENTRAL POINT, AND KNOWLEDGE ABOUT THAT CUSTOMER SHOULD BE IN YOUR DATA BANK
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ENHANCE THE CUSTOMER EXPERIENCE
–KEEP IN CONTACT WITH ALL OF YOUR CUSTOMERS. THIS COULD REQUIRE SEVERAL METHODS
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TRADITIONAL METHODS
• DIRECT MAIL• NEWSPAPER ADS• RADIO• TV• BILL STUFFERS• NEWLETTERS
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NEW APPROACHES
• FULL COLOR BILLS
• EXCITING E-STATEMENT SITE
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SELF SERVICE PROGRAMS (SPIT)
• ENABLE CUSTOMERS TO PLACE ORDERS, PAY BILLS, TROUBLE SHOOT BASIC PROBLEMS, COMMENT AND COMPLAIN
• THESE PROGRAMS NEED TO BE EASY TO USE
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ENHANCE THE CUSTOMER EXPERIENCE
• TECHNOLOGY
• CUSTOMER RELATIONSHIP MANAGEMENT
• SERVICE, SERVICE, SERVICE
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THANK YOU
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