PeopleSoft has enhanced its PeopleSoft Customer Relationship Management Solution for Communications with a new Customer Profitability Management solution. The enhanced solution offers PeopleSoft’s telecommunications clients “360-degree views” of their own customer bases, which it believes is an exciting proposition for wireless carriers eager to measure the value of individual customers.
By merging the new CPM Solution for Communications, which includes financial management and business analytics products, including Predictive Analytics, Enterprise Performance Management and Activity-Based Management, with the existing CRM solution, carriers can more accurately determine which customers generate revenue vs. those that generate costs and then act on that knowledge.
Most carriers have aggressive CRM programs and have gathered detailed information on their customer bases, but the gap between the two databases is huge, said Kenyon. By merging those systems, carriers can drive customer care and sales decisions based on the potential for profitability and can better tailor products or service plans to make specific customers revenue generators.
The new solution indicates a movement from simple customer care to a solution capable of predicting present and potential customer behavior and value, explained Daniel Kenyon, vice president of communications industry strategy at PeopleSoft.
PeopleSoft is targeting telecommunications companies, including wireless carriers, with the CPM solution. Several wireless carriers, including Nextel Communications Inc., Verizon Wireless, Vodafone, France Telecom and Orange, currently use PeopleSoft’s CRM product.
