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Introduction

CSPs are looking for new ways to serve and process their business customers’ needs in the face of disruption from web-scale internet companies (WICs). One tool in the toolbox is analytics.

Highlights

  • The enterprise customer is changing. It is no longer a given that CSPs and the enterprises they serve will have a relationship that is based on connectivity at the center. Building relationships with new strategic buying points beyond historical procurement channels in the enterprise is critical.
  • New business models (revenue, operating, and engagement models) demand better use of data. Much foundational work is needed to reduce complexity and standardize customer and product data across CSPs before analytics can really deliver valuable insights; this work is in progress in CSPs
  • New products and processes are emerging, with analytics at the core. CSPs are building new offerings, including in adjacent IT services, infrastructure management, and data monetization models. Analytics is also serving to reduce operational costs.

Features and Benefits

  • Assesses CSPs' use of analytics in managing and serving business customers
  • Explores positive impact on CX: provisioning, onboarding, marketing, sales effectiveness

Key questions answered

  • How are CSPs using analytics to understand the needs of their business customers?
  • How are CSPs translating their business customer data into actionable business insights?
  • How is analytics contributing to better business outcomes with business customers?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Recommendations

Why and how CSPs are exploiting analytics when engaging with business segments

  • Disruptive forces intensify; new operating and engagement models are required
  • CSPs must evolve into data-driven businesses
  • Recommendations

Service provider B2B analytics strategies

  • Vodafone Business
  • Verizon
  • CenturyLink
  • Telefonica
  • Sprint

Appendix

  • Methodology
  • Further reading
  • Author

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