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CSPs have a pressing need to transform their operating and business models to meet the demands of the digital world, and to remain competitive against Internet cloud providers (ICPs), or over-the-top (OTT) players. One area where this need for change is felt most keenly is in their customer relationship management systems and technology (CRM).


  • CSPs need an integrated view of the customer so they can keep pace with their customers’ activities in the physical and digital domains as they discover, purchase, and use the CSPs' services. Consequently obtaining an omnichannel view of customers via on-premise and cloud-based systems and via mobile and social CRM are priority areas for CSP investment.

Features and Benefits

  • Learn the key CSP requirements for CRM technology and systems that will support their digital transformation.
  • Assess the strengths and opportunities addressed by the leading vendors in CRM for telecoms space.

Key questions answered

  • Which vendors are the market leaders in CRM for telecoms?
  • What are the most important technical, execution, and market characteristics of a leading CRM for telecoms solution?

Table of contents


  • Catalyst
  • Ovum view
  • Key findings

Market drivers and developments

  • CSPs will invest in omnichannel, and personalized marketing and care as part of their digital transformation

Vendor solution selection

  • Inclusion criteria
  • Exclusion criteria
  • Methodology
  • Ovum ratings

Market and solution analysis

  • Ovum Decision Matrix: CRM for Telecoms, 2016–17
  • Market leaders: vendor solutions
  • Market challengers: vendor solutions

Market leaders

  • Market leaders: technology
  • Market leaders: execution
  • Market leaders: market impact

Vendor analysis

  • Amdocs
  • AsiaInfo
  • Netcracker
  • Oracle
  • Salesforce
  • SAP


  • Methodology
  • Author

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