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“Peter possesses a keen sense and insight for turning telecom services and products into customers and dollars. He is passionate about this industry, his work and the people he serves. Visit his site, read his blog and sign up for his newsletter at marketingideaguy.com and you will discover what makes Peter a sought after marketing consultant.”

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Qwest Loses Forbearance
On Rad's Radar
Tuesday, 29 June 2010 08:32

Qwest had a forbearance petition in at the FCC for the Phoenix metro area. It was denied by the FCC last week. It was denied in 2008 by Martin's commission as well.

Qwest claims that cable, VoIP and cellular are stealing all the market share. I don't know what the market breakdown is because Qwest did not share that data with the FCC or the public. (Hence, the denial).

Why is it that every time the FCC rules against an ILEC, the response is the same: "Ultimately, the FCC's decision will undermine competition in Phoenix instead of promoting it."

Can someone explain that statement from Qwest to me? How does continued regulation of Qwest undermine competition?

If we have learned anything it is that Duopoly is NOT competition. And forbearance would have meant duopoly like it did in Omaha in 2005.

Qwest's two biggest problems are that they do not have a cellular division and they can't get out of the monopoly mindset.

Not having a fiber play in Phoenix like FTTN or FTTH means that their triple-play is weak compared to cable. DSL speeds and DirecTV means less revenue for Qwest.

If I had to run Qwest and lost this forbearance petition, I would be mad. Mad at the previous CEO's for selfish, short-sighted policies that drove the USWest-Qwest ship into the arms of a CenturyLink take over. All those fiber routes and data centers without a clear strategy on how to be profitable long-term in a data-centric landscape where cloud, CDN and collocation are booming. Maybe Sprint and Qwest execs can lament together on the number of ships that left the dock that they missed out on.

Read more... [Qwest Loses Forbearance]
 
Is Rural Wireline Profitable?
On Rad's Radar
Monday, 28 June 2010 19:24

Exhibit A: Fairpoint Communications. Small rural telco merges with New England Verizon assets and billions in debt. The 3 state utility commissions were uneasy about the merger to begin with. Two years later, Fairport is struggling to get out of bankruptcy court.

IBM has a 2015 Telco report that starts with:

"In 1999, only 15 percent of the world's population had access to a telephone; by 2009, nearly 70 percent had mobile phone subscriptions. This decade has also brought steep declines in public switched telephone network (PSTN) voice revenues, an explosion of over-the-top (OTT) communication services, phenomenal growth in mobile communications, global industry consolidation and even ground-breaking telco decisions to outsource their networks."

IBM writes about survivor consolidation stating: "Investors' loss of confidence in the telecommunications sector produces a cash crisis and elicits industry consolidation."

I don't know if that is the root of the Windstream and CenturyTel consolidation moves, but the increased debt with declining wireline revenues does indicate a long term problem. No FTTX and No cellular play makes for a tricky future, especially to repay that debt.

Look at the trouble Fairpoint is having. Competition is taking lines away from the bankrupted carrier in New England, which might be why Vermont's Public Service Board rejected Fairpoint's plan to exit BK.

"Those projections, the board said, were "based upon the assumption that FairPoint's losses in local revenue due to competition will be less than the company has experienced recently, that it can increase revenues from broadband services and special access services faster than it has recently, and that operating costs will trend downwards relative to recent experience."

This is the second BK for ILEC's. Eyes will be on Frontier (Exhibitcool as it merges with the rest of VZ's rural assets.

Meanwhile, eyes are on VZ (Exhibit C) to see how it can grow revenue as it spends billions in all of its divisions - international, FiOS, wireless, and business services (managed services, Internet, MPLS, CDN, Cloud). Lots of billions in two flat markets - FiOS and cellular - besides the wireline. However, VZ isn't experienced in selling anything like business services like managed services, apps and the cloud. Net-head stuff versus Bell-head organization. And then there's VZ's massive debt ($61B in outstanding debt, according to VZ; $22.2 billion of Alltel debt; $187B total debt according to Yahoo.

Exhibit D: IOC's. Independent Operating Companies. These telcos have the same issues: declining landline revenue and no cellular replacement money. During the real estate boom, some of these IOC's were seeing increases in subscribers. That has halted. The NTCA works hard to educate its members on emerging technologies and success stories (mainly during webinars).

There are ways to make gold out of copper, but you have to be creative. And the customers have to be geographically dense.

Will cloud be an answer? Or just the ultra-fast dumb pipes to the apps? We'll have to wait and see.

Read more... [Is Rural Wireline Profitable?]
 
3 Tricks to EoC
On Rad's Radar
Monday, 28 June 2010 12:58
Ethernet over Copper is picking up steam. Hatteras Networks has something to do with that as they are the vendor for Metro Ethernet over Copper for former BellSouth. XO also has EoC in most of their markets. I saw an ad today from Tele-Pacific's EoC. Many of my clients - regional CLEC's - are selling G.SHDSL based services. Mammoth Networks offers EFM - Ethernet in the first mile. 

EoC is a great way to turn the copper plant to gold for facilities-based B2B CLEC's. (I know Dave Rusin will argue with me, but what can you do). However, because it is very distance sensitive, it has to be marketed in a sharpshooter kind of way. In telecom, we see the shotgun approach all the time. Throw it all out there and see what we hit. To market like a sharpshooter, you have to target who can actually receive the service. 

In the early days of DSL, no one did this well. Often prospects would receive numerous pieces of collateral that said they could get DSL, when in fact they were out of range of the service. It left a bad taste.  Our industry shouldn't repeat that mistake with EoC (or with FiOS or VDSL).

Marketing EoC is a lot like fixed wireless providers marketing a tower. The tower or the Central Office is the center of the circle. The targets are in a radius around that circle. 

Today, with all the data available to be mined, it is fairly easy to almost personalize a letter or postcard to each prospect about your offering that is specific to their vertical.  It just takes time and effort, which I know is a bad thing.

So you have EoC as a way to maximize copper for bandwidth and ARPU. That means that you can deliver higher bandwidth to a customer (and get more monthly recurring revenue) than you can with just DSL or a T1.

Most customers understand the concept of Ethernet. It is easier to integrate Ethernet with their LAN than a T1 or NxT1.  Keep it simple, right?

Due to distance limitations, it has to be carefully marketed to prospects where the service is available. The last thing you want to do is take calls (or orders) from customers who want it, but can't have it -- and you have to sell them a more expensive T solution. (Bait and switch?)

Target marketing is the key to EoC success.

Read more... [3 Tricks to EoC]
 
Billing is a Headache
On Rad's Radar
Friday, 25 June 2010 09:31
Speaking with several agents, service providers and employees of carriers, I get the feeling that billing issues are more frequent today than ever before. I kind of joke that the ILEC's purposedly bill wrong to gain a 10% revenue increase, but all I hear is billing problems. And never in the customer's favor. It's always additional USOC's and old circuits and extra charges.

The other side of it is that it is a time-consuming effort to get ANY billing issue resolved. And the W-2 employees at the carrier just don't want to be bothered. Everyone is so focused on new revenue that any customer care is minimal enough to avoid a lawsuit and that's it. How short sided!!

When a customer signs a contract, it is a two-way agreement. The carrier is agreeing to not only provide the correct service to the service address but to bill it correctly, maintain it properly and some level of customer service. 

You wonder why churn is high and customer retention is low? Because you don't actually care about the customer. Period. 

The focus is on the revenue. The customer is just a number. 

It is a time consuming effort to get billing fixed. I get that. But do you get that you made a promise to provide the contracted service at the contracted rate? That the billing issues are rampant in your company? It's almost at the point that it is a class-action lawsuit waiting to happen. (And if you are interested in starting one please contact me; lawyers are standing by). 

Disclaimer: These opinions are mine alone.

Read more... [Billing is a Headache]
 
How Much is Too Much?
On Rad's Radar
Monday, 21 June 2010 10:47
I was invited into yet another LinkedIn group today. This time from Telarus. Why? There are groups from Phone+ (Channel Partner Network), ChannelVision Magazine, Independent Telecom Consultants, Peer-to-Peer, Telecom Business Daily, Telecom Executives Business Network, Telecom Sales Pros, Telecommunications Professionals Network, and the Technology Channel Association.

A couple of months ago, a TCA Board member started Channel Update, kind of in direct conflict with what we were doing at TCA. In fact, it would have been wonderful if that company could have put that particpation into TCA's online effort.

So when I get yet another invite for yet another telecom group on LinkedIn from yet another Master Agent, I have to ask Why do we keep fragmenting our Industry? 

Many discussions have to be cross-posted across several groups to get any kind of response. There just isn't that much online activity for the 10 groups. heck, there isn't that much activity for 8 groups. 

TCA is holding a member conference call to discuss How to Choose a Master Agent. It should be interesting, because the main thing that Master Agents use as a differentiator is the commission points. Masters complain that agents are shopping their orders around to get the best commission, but what other differentiator is there? Money is not a Loyalty maker. 

Nor is a selfish attitude. If you aren't helping to build the Channel. If you aren't being generous to the agent community. Why should the agent community have loyalty to you?

Read more... [How Much is Too Much?]
 
50 Ideas in 50 Minutes
On Rad's Radar
Sunday, 20 June 2010 15:00
Friday a client told me that he wanted me to re-do my talk titled 50 Ideas in 50 Minutes. This is a session that Jack Brandt and I did for the now defunct ISPCON shows. It was not original ideas but a collection of nuggets that people forget and do not implement. I thought that I would share them with you:

  1. Plan- so you have a path
  2. Strategy- so you aren't putting out fires
  3. Call your best customers just to make sure everything okay, then ask for referrals.
  4. Focus on goals
  5. Remember that Marketing takes 6-9-12 months
  6. Become an information source- newsletter, podcast, blog, keep people thinking you know everything
  7. Think tank for your biz: attorney, CPA, 2 best customers, 2 non customers
  8. Hosted non portable services- hosted exchange-makes you sticky
  9. Get others organized
  10. Phase out projects so goals met, not just GOAL
  11. Have a vision statement - so all employees/literature say the same thing.
  12. Add a closing script to calls/meetings
  13. FAIL FAST
  14. Who's your competition?
  15. Bring your customers people who can be their customers, they will never leave you
  16. Differentiate- show EASY, ROI, EFFICIENT
  17. Make customers experience EASY (VOIP doesn't do this)
  18. Who is your target customer?
  19. Go vertical- find a niche
  20. Figure out how to steal competition from a competitor
  21. Sell more to your current customers
  22. Vertical markets are less price sensitive
  23. FASTER and BETTER, NOT cheaper
  24. Be able to TCO and ROI on product/service
  25. Sell Something/Cross Sell
  26. Address women - they make most of the decisions
  27. Hire WOMEN to sell
  28. Hire Attorney to Sell for you
  29. Give back to the community, then talk about it
  30. Get employees to give back, then talk about it
  31. Encourage employees to provide feedback to company about how to improve
  32. Outsource and partner - you can't do everything
  33. Start every day with 2 cold calls, the rest of the day will be easy
  34. Do not leave voice mail for someone you've never met
  35. Have a unique selling proposition
  36. Always ask for a follow-up appointment
  37. Teach a class or seminar
  38. Create podcast or youtube video
  39. Hire Slow, fire FAST
  40. Let your employees find other employees
  41. Hire your vendors' employees
  42. Have a process
  43. Have a script - this creates consistency and a process for up sell
  44. Rent a theater with new release for just customers - they will tell everyone, better than $5 pen
  45. Free lunch and learns via chamber
  46. Marketing on hold
  47. Everyone is stressed, be friendly
  48. Takes average of 7 touches to a customer to get them on board
  49. Use the power of a Thank You, hand written, especially to women
  50. Have a mystery shopper
  51. Follow up on service calls to make sure their happy
  52. Have tie in's
  53. Charities - Co-Market with them.
  54. Door Hangers.
  55. Surveys.
  56. Documentation management/storage, Make it EASY.
  57. Pizza Box Advertisement
  58. Coffee cups for local coffee shop with both logo's on it.
  59. If you are comfortable, you are not doing anything that will get you to the next level.
  60. Biz coaches- SCORE.org is free/retired biz people to help
  61. Use college business & marketing dept's.
  62. Hire an intern.
  63. Make them laugh- leave a joke as voice mail.

Read more... [50 Ideas in 50 Minutes]
 
Marketing is Not Sales
On Rad's Radar
Sunday, 20 June 2010 14:56

Marketing is creating noise. Marketing is puking on Twitter and other social networks.

Sales is about relationships. Never forget: people do business with people. Sales is also about product knowledge. How can you be a Trusted Advisor if you don't know the first thing about what you are selling? How can you ask intelligient questions? How can you answer them?

Right now the marketing buzz around CLOUD is huge. But it's just marketing. Most sales people (agents and direct) don't know what they are selling or why. Having spoken to a few executives at carriers, I'm not certain they know what they are selling either. If you can't explain it to me, how do you explain it to your prospects?

A recent study shows that "The real challenge seems not to be marketing the Cloud, but rather selling it." One-quarter of IT executives surveyed don't believe that salespeople are knowledgeable and only about a third feel that sales reps are prepared to answer their questions. OUCH! It reminds me of VoIP just 2 years ago.

Read more... [Marketing is Not Sales]
 
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