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arrow A 360 degree view of personalisation in communications : Gap Analysis (Telesperience)  
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The View of I
T (Telesperience)
 
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The View of Marketing and Product
Management
(Telesperience)
 
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The View of the Customer

(Telesperience)
 
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arrow Issues Paper Delivering the Opportunities from Personalisation
(Telesperience)
 
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Press release
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arrow Smart Devices & Mobile Broadband are Changing Subscriber Priorities According to Telesperience Survey. read more >>  
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arrow Telesperience Survey Finds Delta
Between Operators’ Marketing
Desires and IT Capabilities Inhibits Personalization. read more >>

 
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Blog Link
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arrow What customers really want from mobile service providers with infographics read more >> (new)  
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arrow Many CSPs are not as “personal” as they think they are by Openet
read more >>

 
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arrow Avoiding the mass customization
trap – how to put the “personal” into personalization
by Telesperience read more >>

 
 
In the current competitive environment, personalisation constitutes a key strategy for service providers worldwide. The aim of this research program is to discover the status of personalisation initiatives in the Communications Industry, the inhibiting factors, the benefits, and how personalisation is helping CSPs deliver against their core operational, commercial and customer goals. Plus, what do customers think about their communications service provider?
 
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pdf “A 360 degree view of personalisation in communications” denotes the analysis of a number of differences in the research Telesperience has undertaken, by comparing the views of marketing and product management, and IT staff stakeholders to understand where there were dissimilarities and points of agreement, and to create a comprehensive overview of standpoints and key issues, which includes:
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A mapping of goals to personalisation targets:
to analyze the differences between operational, commercial and customer goals
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A capabilities analysis:
to understand whether CSPs are able to deliver against the personalisation strategies they have
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An organisational analysis:
to discover the differences in view between product marketing & management and IT departments
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A regional analysis:
to discover the differences between regions
Opportunities from personalisation - Supporting data  
pdf
pdf
Part One The view of marketing and product management
Part Two The view of IT management
 
 
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pdf ”Opportunities from personalization – the customer view” includes the analysis of a number of variables, such as how customers feel about their service providers, what customers value about a mobile service provider, the most important features of a “killer” price plan, what upsets customers, and how mobile service providers can improve their offer.
 
Analysis – Part Three  
 
pdf Issues Paper - Delivering the Opportunities from Personalization” includes the stages and evolution of personalization, why CSPs should employ personalization strategies (meet customer demands, maximize operational efficiency and improve commercial effectiveness), the personalization maturation model, current progress through the stages of personalization, and personalization charging and controls action plan.
 
     
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