As telecom markets grow increas-ingly competitive, customers are able to pick and choose among multiple carriers and actively exercise their new purchasing power. Customers want tailored products and services, and they expect them to cost less, with shorter lead-times and higher service levels. For providers, this translates into increasing customer acquisition costs, while average monthly bills continue to drop. Acquiring a new customer can cost a carrier between $300 and $600 in sales support, marketing and commissions-prolonging the time it takes to recoup costs and begin making a profit.
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