Gartner Research

How Billing and Customer Management Software Vendors Can Boost Client Satisfaction and Retention

Published: 19 May 2017

ID: G00320815

Analyst(s): Amresh Nandan , Norbert Scholz, Jouni Forsman

Summary

IRCM vendors fail to meet CSP expectations around adjunct modules (self-care, product catalog, analytics, partner relationship management) and professional services. Technology product management leaders must enhance product features and services related to building modern IRCM solutions.

Table Of Contents
  • Impacts

Analysis

  • Four Recent Trends in CSP Satisfaction With IRCM Vendors

Impacts and Recommendations

  • Implementing IRCM solution suites often require extensive manual intervention, which poses challenges for product management leaders to develop genuine off-the-shelf product offerings
    • Main Developments in 2016
  • Adjunct functionalities, such as PRM, product catalog, customer self-care, analytics and reporting, still fail to match the quality of core functionalities, making it difficult for product management leaders to find the right investments that advance the solution suites' roadmap
    • Main Developments in 2016

Appendix

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