As communications products and services become harder and harder to differentiate, the customer relationship has become a source of revenue, profitability and value, as well as a magnet for the competitive chase. With incumbent local exchange carriers' "last-mile-to-the-customer" advantage quickly fading, scores of other companies are vying to control the critical billing relationship and reap the benefits that come from being the dial-tone provider. New companies are dropping billions on new high-capacity networks to wrestle in market share. The vast majority focus on the business market, especially small- to medium-size businesses that seek to simplify their telecom buying patterns. Low-priced wireless is attempting to lure away conventional landline business, hoping to be the consumers' "only phone." Incumbents and newcomers across all industry segments recognize the need to become intertwined with their customers. The aim is to achieve growing relationships that entail high customer satisfaction, loyalty and returns for scaled services.
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