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John Myers

Hey all-

Welcome to my blog. The fine folks at the BeyeNETWORK™ have provided me with this forum to offer opinion and insight into the worlds of telcommunications (telecom) and business activity monitoring (BAM). But as with any blog, I am sure that we (yes we... since blogging is a "team sport"...) will explore other tangents that intersect the concepts of telecom and BAM.

In this world of "Crossfire" intellectual engagement (i.e. I yell louder therefore I win the argument), I will try to offer my opinion in a constructive manner. If I truly dislike a concept, I will do my best to offer an alternative as opposed to simply attempting to prove my point by disproving someone else's. I ask that people who post to this blog follow in my lead.

Let the games begin....

About the author >

John Myers, a senior analyst in the business intelligence (BI) practice at  Enterprise Management Associates (EMA). In this role, John delivers comprehensive coverage of the business intelligence and data warehouse industry with a focus on database management, data integration, data visualization, and process management solutions. Prior to joining EMA, John spent over ten years working with business analytics implementations associated with the telecommunications industry.

John may be contacted by email at JMyers@enterprisemanagement.com.

Editor's note: More telecom articles, resources, news and events are available in the BeyeNETWORK's Telecom Channel. Be sure to visit today!

I found this article on Sprint's customer service practices and found it quite interesting....

One, it wasn't on cnn.com or easily found googling around unless you were directed to a consumer "defense" website.

Two, it shows how fast a bad customer service situation can go from "this shouldn't cause too much trouble..." into "...coming to you live from Overland Park; and now back to you in the studio...."

Finally, it shows that some companies are finally starting to take seriously the "offloading" of troublesome or negative equity customers. For many years, the airline industry has had practices similar to this by "offloading" tourists on to other carriers only to pick up the more valuable business traveler (yep charging higher prices actually creates better customers....). While I don't agree with the way that Sprint executed their plan, I do agree with the concept that customers who longer offer value to the company should be shown the door.

NOTE - All businesses beware.... Don't offload customers just because they are troublesome! There is gold in "dem dar customers". Find the right offering to make them valuable customers. Grow them from negative equity to neutral to positive. Or find the price point that will make them revenue neutral and/or churn all by themselves.... The PR costs of "releasing" them can be just too troublesome... :)

Technorati Tags: Telecommunications, Telecom, Sprint, Customer Value

Posted July 9, 2007 9:08 PM
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