my rambling views of the telephone industry

My Rambling Views of the Telephone Industry

By Bob Weiss

YOU MIGHT STILL BE AN ILEC IF...

My Rambling Views of the Telecommunications Industry

By Bob Weiss

3

INDUSTRY LIFE CYCLE

• LIFE CYCLE ANALYSIS OF THE TELEPHONE INDUSTRY

• 100 YEARS OLD, IS OLD

GROWTH MATURITY DECLINE

4

WHERE ARE WE NOW-2003

• WE OFFER TRADITIONAL POTS, CLASS FEATURES, VOICE MAIL

• WE OFFER HIGHSPEED INTERNET, WEB DESIGN AND HOSTING, EMAIL SERVICES

• WE OFFER DIGITAL VIDEO, SD, PPV, PREMIUM CHANNELS, MUSIC

5

2003 ACRONYMS

• CFW

• CWT

• SCR

• ACR

• CND

6

REVENUE SOURCES IN 2003

• LOCAL RATES (ACCESS LINES)

• USF

• ACCESS CHARGES

• I/C COMPENSATION

7

WHERE ARE WE NOW? 2010

• LANDLINES• VOIP• BROADBAND- 1MB, 3MB,5MB, 10MB• DIGITAL VIDEO OVER ATM OR IP VIDEO

- 180-200+ CHANNELS–HIGH DEFINITION–DVR

8

2010 CONTINUED

–HIGH DEF

–DVR

• WIRELESS-NOW AGENTS, NOT OWNERS

• SERVICE, SERVICE,SERVICE

9

ACRONYMS 2010

• FTTH

• VOD

• OTTV

• NBP

• CAF

10

REVENUES SOURCES 2010 AND FORWARD

• LOCAL RATES?

• ACCESS CHARGES?

• I/C COMPENSATION?

• BROADBAND SERVICES?

• USF OR CAF?

11

FCC NBP GOALS

• GOAL 1: 100 MILLION HOMES SHOULD HAVE AFFORDABLE ACCESS TO 100MBS DOWNLOAD SPEEDS, AND 50MBS UPLOAD SPEEDS BY 2020. (50MBS DOWN AND 20 MBS UP BY 2015)

12

FCC NBP

• GOAL 2: THE US SHOULD LEAD THE WORLD IN MOBILE INNOVATION, WITH THE FASTEST, MOST EXTENSIVE WIRELESS NETWORKS OF ANY NATION.

13

FCC NBP

• GOAL3: EVERY AMERICAN SHOULD HAVE AFFORDABLE ACCESS TO ROBUST BROADBAND SERVICE, AND THE MEANS AND SKILLS TO SUBSCRIBE IF THEY SO CHOOSE.

14

FCC NBP

• GOAL 4: EVERY COMMUNITY SHOULD HAVE AFFORDABLE ACCESS TO AT LEAST 1GBS BROADBAND SERVICE TO ANCHOR INSTITUTIONS SUCH AS SCHOOLS, HOSPITALS, AND GOVERNMENT BUILDINGS.

15

FCC NBP

• GOAL 5: TO INSURE SAFETY OF ALL AMERICANS, EVERY FIRST RESPONDER SHOULD HAVE ACCESS TO A NAIONWIDE PUBLIC SAFETY NETWORK.

16

FCC NBP

• GOAL 6: TO ENSURE THAT AMERICA LEADS THE CLEAN ENERGY ECONOMY, EVERY AMERICAN SHOULD BE ABLE TO USE BROADBAND TO TRACK AND MANAGE THEIR REAL-TIME ENERGY CONSUMPTION.

17

THE FUTURE

• TECHNOLOGIES–FIBER TO THE HOME

• FUTURE PROOF

–HIGHSPEED WIRELESS• WI-FI

• WIMAX

–SATELLITE

18

OPPORTUNITIES

• BE THE BROADBAND PROVIDER

• SMART GRID

• MANAGED SERVICES

• SECURITY SERVICES

• NICHE SERVICES

SERVICE, SERVICE

SERVICE

20

PETER DRUCKER

PETER DRUCKER1910-2005

“THERE IS ONLY ONE VALID DEFINITION OF BUSINESS

PURPOSE: TO CREATE AND RETAIN A CUSTOMER.”

21

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

• TRUE CRM IS A WAY TO OPERATE WITH YOUR CUSTOMERS.

• THE CUSTOMER IS YOUR CENTRAL POINT, AND KNOWLEDGE ABOUT THAT CUSTOMER SHOULD BE IN YOUR DATA BANK

22

ENHANCE THE CUSTOMER EXPERIENCE

–KEEP IN CONTACT WITH ALL OF YOUR CUSTOMERS. THIS COULD REQUIRE SEVERAL METHODS

23

TRADITIONAL METHODS

• DIRECT MAIL• NEWSPAPER ADS• RADIO• TV• BILL STUFFERS• NEWLETTERS

24

NEW APPROACHES

• FULL COLOR BILLS

• EXCITING E-STATEMENT SITE

• EMAIL

• FACEBOOK

• TWITTER

25

SELF SERVICE PROGRAMS (SPIT)

• ENABLE CUSTOMERS TO PLACE ORDERS, PAY BILLS, TROUBLE SHOOT BASIC PROBLEMS, COMMENT AND COMPLAIN

• THESE PROGRAMS NEED TO BE EASY TO USE

26

ENHANCE THE CUSTOMER EXPERIENCE

• TECHNOLOGY

• CUSTOMER RELATIONSHIP MANAGEMENT

• SERVICE, SERVICE, SERVICE

27

THANK YOU