While growing the B2B business is a key focus for CSPs worldwide, CSPs are already leaving money on the table due to inefficiencies in their commercial processes. Mastering the customer journey will be key to unlocking this vital market.
Omdia surveyed more than 200 telco executives to get an in-depth understanding of their B2B operations, the strengths and the weaknesses. And its was found CSPs are missing opportunities – winnable revenue – running to billions of dollars every year.
Among the key issues identified were:
- Skills: People don’t have the knowledge to execute.
- Processes: Operational processes are broken/inefficient.
- Systems: Existing systems lack functionality.
But these problems are fixable if CSPs adopt a holistic approach and focus on resolving the challenges across the presales, sales, management and renewal lifecycle.
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