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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!

There are certain telecom organizations that continue to understand customer care and customer relations… and those that don’t…

Mila D'Antonio has an interesting contrast between two well known North American telecom organizations in a recent look at using Web 2.0/Web 1.0 technologies for customer care issues.

In my opinion, the use of Twitter by Comcast shows a great use of Web 2.0 technology! More telecoms should engage in this interaction.  The problem is that often it takes more effort than most telecoms want to put into either customer care or customer experience…


Posted March 16, 2009 8:00 AM
Permalink | 2 Comments |

2 Comments

Hi there,
Customer care. The most widely abused concept from Telcos all over the world.

Do you know many telcos that they offering exceptional service?
Regarding technology to help with customer care is fine but again regardless of the system sophistication, people are making the big difference.
For example customers were happier and received better service 10 years ago, than today with all the latest and greatest in technology.

Solid revenue assurance and proper customer care can make a huge different to a telco if applied correctly.

Cheers

ZP

Thanks for this interesting article.
Visit this link to get more insights on how Telecom customer analytics can help an organization

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