Gartner Research

Best Practices in Effectively Managing Integrated Revenue and Customer Management Projects for CSPs

Published: 30 April 2014

ID: G00248754

Analyst(s): Jouni Forsman, Kamlesh Bhatia, Norbert Scholz

Summary

Communications service providers' CIOs and CTOs can use these best practices to identify potential "red flags" when implementing IRCM products and solutions. When tendering an RFP and selecting a supplier, CSPs need to plan their IRCM product rollout for maximum benefit.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • 1. Define Essential Product Features and Architecture
    • Define the Interface Around Users' Requirements
    • Ensure Support for Value-Added Services
    • Consider Making Customer Relationship Management Part of IRCM
  • 2. Prepare a Cross-Department Governance Initiative
    • Minimize the Impact of Vendors' Internal Red Tape
    • Insist on Follow-Up Through SLAs
  • 3. Ensure That the Required Support Facilities Are in Place
    • Demand Higher Responsiveness
    • Request Local Support
    • Ensure That Support Staff Have Good Communication Skills
    • Map Product Upgrades
  • 4. Prepare for In-Depth Knowledge Transfer
  • 5. Request Price Transparency
    • Avoid Unexpected Costs
    • Ask for a Simplified Licensing Model and Avoid Hourly Charges
  • 6. Improve Ease of Integration
  • 7. Obtain Visibility Into Product Road Maps
  • 8. Use Automation to Reduce Implementation Time
  • 9. Conduct Rigorous Testing at Any Stage of the Project

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