Customer care

Fascinating release today (Friday 5 May) of a report from Phil Sayer and associates at Forrester describing how service providers should be managing development of converged IT and IP communications for businesses. It's especially interesting on how important self-service portals are becoming to operators. Also, how important it is for service providers to widen their assessment of what a good/bad job they are doing for business customers, to include KPIs, customer satisfaction ratings, TCO reduction and other factors in a "balanced scorecard".

http://www.forrester.com/Research/Document/Excerpt/0,7211,37545,00.html

(registration required)