Use lots of customer data
The telecom industry has a significant advantage over other sectors--it has a huge amount of customer data. The key is collecting and integrating that data to create a single, comprehensive view of the customer across all of his/her services. Telecom carriers need to start understanding that a customer may have other relationships with the company. Daniel Kenyon, vice president of communications industry strategy at PeopleSoft, cites as an example a high-volume business user who also buys services from the same carrier for his home.