With competition for consumer spending emerging in virtually every customer segment, service providers need to understand how to increase their "wallet share" (average revenue per user) for their most valued customers. One important aspect of growing ARPU is the ability to offer the right products or service bundles to the right customers, at the right time, under the right conditions.

Convergys is sponsoring an upcoing TM Forum webinar to discuss these business issues.

This session will explore how service providers can approach this strategy to drive revenue and customer loyalty. Read more about what will be presented and register for the event at:

 http://www.tmforum.org/UpcomingWebinars/CapturingCustomerValue/34596/article.html

Hope to see you there but in the mean time please feel free to share your thoughts on this issue!

Seems to me that we need something that can address these opportutnies:

1. Innovation (technology) to help us be more proactive and personal with customers; analytics can be a part of this

2. Instant decision-making data/tools to better serve customers and leverage marketing policies/rules; tools that can help guide customer service reps

joanh and alisonh, what do you think about so-called "over-the-top" (OTT) mashups? (i inserted three paragraphs in the wikipedia entry for telecom mashups to clarify. the example came from Pipeline magazine.) if network operators want to keep up with the Joneses (in this case the web2.0 service providers), offering more OTT mashups would seem to attract the young customers and some older ones like my humble self. if you don't provide the services that dazzle and excite customers, they'll leave and go where the real action is. -- TT