Enterprise customers demand a higher level of service and a portfolio targeted at their needs. So a standard menu of products and services just wont satisfy. During Tuesdays session The Customer Is Always Right: Tailoring Offerings for the Enterprise, enterprise customers including John Graf, director of IT of Kalypsys Inc., a San Diego-based company in the medical research field, and Barry Bryson, associate director of engineering for the Utah Education Network, will offer valuable insights about the solutions they need and how service providers can deliver them more effectively. Nancy Lubamersky, vice president of marketing for TelePacific Communications, will moderate the session.
Among the forces that will affect what enterprise customers are looking for as services is the move to fixed-mobile convergence (FMC). According to the Yankee Group, FMC is expected to take hold in the large enterprise segment in the next five years, creating new service models around high-value managed telephony services. Today, enterprises are not demanding converged solutions and are largely uninformed of FMC technology, said Nicholas McQuire, Yankee Group senior analyst of wireless/mobile enterprise solutions.
However, demand will rapidly grow as awareness of FMCs benefits reach enterprise decision makers, such as a reduction in and greater control of mobile costs, enhanced productivity and greater mobility. FMC will also enable service providers to achieve lower customer churn levels, increased enterprise penetration and grow average revenue per enterprise. Perhaps most importantly, FMC telephony will also enhance their strategic standing with valuable enterprise customers as well.