Vendor Solution Selection
A broad range of solutions fit under the “CRM in telecoms” umbrella, and each vendor defines the space slightly differently. To identify appropriate solutions, we have defined three criteria for a vendor solution to be included:
a) The vendor must have significant mid-to-large tier-1 CRM telco customers
b) The vendor’s CRM products must possess significant brand awareness within telcos in multiple geographies
c) The vendor solution must be able to provide a 360-degree customer view across multiple customer support channels/social media
Methodology
Our evaluation processes require each of the vendors (short listed) to provide a technical demo and at least one strategic briefing from a senior product/portfolio manager from product development or management teams. We assessed the solutions against three core categories:
a) Technical competence
b) Strategy assessment for customer support
c) Market impact