Sunday, November 06, 2005
Telephony mag on insight from CRM: "“Network people won't win or lose on how great their network is but based on how well they know their customers and how much better they can take advantage of customer information in real-time.” "That is because among those with whom carriers will compete that have networks, they all have great networks. And among those with whom they will compete that don't have networks, all they have with which to compete is their customer service — and maybe a unique feature here and there." "As for the vendors, their biggest competition in the Tier 1 market remains the internal IT departments. “Telcos are more likely to want to build their own solutions than people in other industries,” Goldman said."