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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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Thoughts on VoIP at the Top of 2012
NSP Strategist
Monday, 09 January 2012 20:20

"Innovation distinguishes between a leader and a follower." - Steve Jobs

It's an interesting quote because back in the days of dial-up and the early days of DSL, ISP's were the leaders. Today, it seems there is too much me-too. There is still for room for profit in verticals.

ZDnet has a post about what they want out of Google. Now that you get SMS, chat, docs, email, voice, transcription, calendar and more with Gmail and chrome, ZDnet suggests that fax come to that platform along with document management. It's not a bad idea. I have thought the same thing. My pal at FaxBetter.com would love to work with service providers to offer an efax solution to customers.

You all know how I feel about Fax over IP. I receive faxes via an efax solution from Astro, but I can't send faxes. When I have to sign a PDF, I have to print, sign, scan and email. Yet this is not always an option, since some agencies - like my credit union - don't give out an email address. I still have a fax machine, but no POTS line to use it on.

Document management wise: I can't believe that with Kodak, Xerox, HP and Polaroid all struggling, not one Engineer and Manager could team up to launch a Doc Mgmt SAAS product that integrates with email. Maybe Microsoft Lync does that with Sharepoint and Exchange all the other 80 boxes and licensing. HyperOffice and Zoho tried to do this. It needs an integrator to put the pieces together I think.

In an article on SearchIT, "As health care organizations update their computing capabilities in order to support electronic health record (EHR) systems, interoperability and standardization, many are considering whether to replace their existing phone system. As with any product purchase, IT executives are looking for real ROI in order to justify the cost." It continues with Ten tips for using VoIP in a clinical setting which include customized voice broadcasts, speech recognition, click-to-dial, CRM (but really patient record) integration, voice-to-text reminders and more. Besides scheduling, what if you could send out health tips to your patient base every week to remind them to get a physical or get diet help or botox. There is money when it isn't about VoIP and the tech but what the tech will allow the business to do.

In other VoIP news:

A article about PSAP's migrating to VoIP details the reasons for the switch: cost savings and flexibility. "With its portability, cost savings and the promise of enhanced functionality, Internet-based telephony is becoming the de facto choice in jurisdictions whose PSAPs are approaching the end of their five- to seven-year life cycle." If PSAP's are going VoIP, shouldn't your customers?

In UC (unified communications, the catch-all new buzz term for all hosted communications - voice, video, chat, text, social), there's a new study showing that potential customers for UC struggle to justify the expense of converting to UC. Maybe they don't believe all of the ROI calculators that are available. The study, written by IDC analyst Rich Costello, is titled IDC MarketScape: Worldwide Unified Communications Voice Infrastructure 2011-2012 Vendor Analysis. "Educating potential customers is critical to UC sales." The funny part? The study is about premise equipment vendors like Avaya, Cisco, Microsoft, NEC, IBM, and ShoreTel. In the case of Cisco, MS and IBM, you would think their sales force is trained to be Consultative. [Are yours?]

Peter Radizeski is a telecommunications consultant and analyst with RAD-INFO INC. Service Providers have called on RAD-INFO INC for assistance building a channel, improving sales, managing online marketing efforts, and overall company strategy. Contact RAD-INFO INC at 813-963-5884 or http://rad-info.net

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The Whole Content System
On Rad's Radar
Monday, 09 January 2012 11:10

Yes the whole content system is a mess. Newspapers, magazines, book publishing, music, movies and now TV - all are old school content business models that are in a state of upheaval. Unfortunately, the people in charge of these content systems are fighting the change that is happening - happening in large part because of the Internet - instead of trying to start making changes NOW.

The Arab Spring of 2011 was a similar model: change was coming in the for of popular protests, furthered by social networks and the Internet, fought bitterly and fatally by the regimes in place. But to what end? Many dead and injured BUT CHANGE HAPPENED ANYWAY!

Many thought that after Napster, the music industry would stop being stupid and embrace the new music distribution models evolving. The Industry didn't but the artists who did - like OAR, Dave Matthews Band and Pearl Jam (to name a few of my favorites) - have been hugely successful and profitable.

Why can't the rest of the Industry see that?

Radio is one way to listen to music, but let's face it listening to the same 100 songs plus the syndicated DJ's is annoying. Because of consolidation in radio station ownership, the powers that be can only look at the bottom line. Wrong place to look. Successful businesses think about Employees and Customers (in that order). From there, a successful business model is executed.

Albert Einstein said, "Try not to become a man of success but rather to become a man of value." I take that to mean, "Give Vale First and Foremost." All else flows from that.

With SOPA and ProtectIP, the RIAA and the MPAA hope to legislate morals or protections. Why? Why not just your customers what they want, teh way they want it?

After Napster, there were numerous other P2P sites like Limewire that popped up. Then a number of online radio sites like Pandora, Grooveshark, Spotify, Rdio, and more. All have had some fight with the RIAA over licensing. Now we have Google Music, Amazon Cloud Player and Apple's iCloud, too.

My buddy suggested that their be a website to donate directly to an artist. For example, you downloaded - legally or illegally - a song or album hat you liked so much, so wanted to give some money to the artist. That's not a bad way to do it.

One comedian, Louis CK, who is maybe a B list-er, just made over $1 million in revenue on a comedy show, Live at the Beacon, that he produced and distributed himself online at $5 per copy.

The Internet works as a model for distribution. The content is key. CK proved that and so do many authors who self-produce on Lulu and Kindle.

TechDirt is probably the one website that I read that is on top of the copyright-distribution-legislation issues. In a recent article, TechDirt kind of sums up the consumer thinking that WB (and others in the Netflix fight) don't understand: 'It appears that WB is implicitly admitting that the strategy of delaying the rental period of a movie by 28 days has been a total failure, in the decision to increase the delay to 56 days. They're basically admitting that not enough people were "buying" in those 28 days... so they somehow think that doubling the wait will increase the purchases. It won't. If people really want to pay the extra money to buy the DVD, they're likely to do so pretty early on. It's not like they're waiting 50 days in and then saying "gee, I can't rent the movie, so I'll just pay a lot more money than necessary to own an obsolete piece of plastic." " BINGO!

People want to stream their content - video, music, TV, movies, etc. - through whatever device they have - blu-ray, xbox, PS3, Roku, GoogleTV, AppleTV, laptop, tablet, etc. [Same holds true for blogs, magazines, and books.]

TechDirt goes on to explain, "I do believe that [MPAA and RIAA] current strategies of alienating their best customers, relying on government protection, and pretending this is some sort of epic battle between good and evil aren't just doomed to fail, they're actively making things worse for themselves."

I'm not encouraging piracy. I actually despise it. We live in an immediate gratification culture. Vendors have to accept that.

We also live in an age where people expect a lot for free. Facebook is free, but people still bitch about it. So's this blog and same thing. Culture has a high expectation. It's about perceived value.

Content is really important. Government has to keep the masses entertained or they will revolt.

But we have a spiraling problem: content costs a lot of make and disposable income in America is declining. That combination is a disaster waiting to happen.

Let's look at the NFL. They just raised their fees to the TV channels that carry them by 60-70%! [Alan Quayle has a good piece on it.] So ESPN, which is already the most expensive channel for service providers to deal with, will be raising its rates to cover this cost. Even the extra $3.50 is just for one channel. What about all the other channels?

I have a rant about ESPN in general anyway. Are they really a sports channel??? Besides college bowl games and some college basketball, the only sport it televises is Monday Night Football, which had bad games all year. This creates a brand issue for them. PBA, Poker and other non-sport stuff is cheap to produce but is filler since they can't run talk-shows and Sportscenter all day (just most of it). ESPN has the same issue as the music and movie industry: too much looking at profit, not enough good content to warrant the money.

We are seeing cord cutting, because the consumer dollars are decreasing -- and they would rather give up TV than cellphones. Cellphone bills average more than residential line bills used to. And for a family of 4 it is easily 4 times what the home phone used to cost. Granted you can do more with it, but dollars are dollars. And with 16% of the population at poverty level starting thinking what that means for the service economy engine and all types of businesses.

You have economic and technological forces working to breakdown old school content systems. It will be interesting to see if any lessons are learned and applied in 2012. I highly doubt it because:

einstein-thinking1.jpg

Read more... [The Whole Content System]
 
The Lightsquared Predicament
On Rad's Radar
Monday, 09 January 2012 06:33
Lightsquared is facing numerous obstacles on its way to launching a nationwide (*cough*cough*) 4G network with its spectrum.

One obstacle: MONEY!  Sprint gave them until next month to start or lose the Sprint investment (which Sprint needs to continue to fund Clearwire).

2nd obstacle: GPS! Studies show that the spectrum - which abuts the GPS spectrum - interferes with GPS about 70% of the time.

3rd obstacle: Congress. A new Defense bill in Congress will make it harder for Lightsquared to use the spectrum. The bill requires the FCC to wait until all issues with interference are cleared up. That could take a while - if ever, since no one checks power output on radio transmissions.

IMO, it's unlikely Lightsquared will ever get this off the ground, which means that the spectrum that DISH owns will become significant. It also means that if Clearwire can get its act together, it could become the go-to 4G supplier for a lot of companies - like T-Mobile, Sprint, Leap, Cricket, US Cellular, etc.

Read more... [The Lightsquared Predicament]
 
Level3 2012 Channel Strategy
On Rad's Radar
Friday, 06 January 2012 02:17
level3gc2.jpg

So here is the new strategy for the Channel for Level3.

"Late 2011 was a busy time for the Level 3 Indirect Channel. Our first priority after the acquisition closed was to determine a partner program structure that best supports our partner bases followed by the immediate need to create an organization which can provide greater resources to further enable your success.< br/>"After gathering feedback and careful consideration, we are instituting a model that will provide support at a national level for our Master Agents and a regionally focused Channel Manager strategy for our Direct and Sub Agents.< br/>"Our newly created National Partner Sales team will focus on the Level 3 Master Agents, facilitating the strategic relationship with the Master Agent as well as their sub agent base. The team will work closely with our Master Agents to reignite the sub agent community with targeted recruitment and joint sales activities. In conjunction, we will continue to have regional sales teams, concentrating on driving sales with local partners. Direct Agents will receive dedicated regional resources which will provide greater attention and ability to become more intimately engaged at the partner level. With the combined sales teams, we now have more resources available allowing smaller territories per Channel Manager equating to more time to support you on sales opportunities.< br/>"Furthermore, our partner support has expanded with a larger Sales Engineering team focusing on the pre-sales solution design. We also created the Partner Experience Team, which will be focused on empowering the partner and providing the tools and knowledge to be able to take an opportunity from Quote to Order. There will also be an expanded Quote Desk which will provide dedicated resources to our Channel Managers during the sales engagement cycle.< br/>"The new structure is effective today, January 5th, although the Partner Experience Team Pod structure is currently in development. We look forward to sharing those details with you as they become available. Please continue to leverage your legacy processes and teams for Partner Support. In addition, Partners should continue to use MasterStream and uCommand for quotes for the legacy companies.< br/>"We will notify partners of their new Channel Support Team over the next few days and look forward to providing more resources and assistance to be successful.< br/>"We look forward to working together to achieve mutual success in 2012!"< br/>Regards,< br/>Mike Jerich, Vice President, Indirect Channels, Level(3)

Seems like a good plan: add more people. And L3 already has an effective online portal for quoting, so this should help with sales increases for 2012 (which they desperately need.)

Read more... [Level3 2012 Channel Strategy]
 
So You Want to Sell TV
NSP Strategist
Thursday, 05 January 2012 08:47

I have a few clients that are considering selling TV in 2012. Don't.

I have spoken about this before that due to the expense of head-ends and middleware and set-top boxes, you need scale to get into the TV game. Plus getting access to content (that customers want and will pay for) is a challenge.

If you are going FTTX to the Resi route, you need a triple-play including TV, but when you look at Frontier and ATT, who still just re-sell satellite TV, you have to ask, is it a profitable line of business? Or can I put that capital - both financial and human resource - to better use?

Cord cutting is going up. MSO's will not admit it, but Deloitte just released a report: 9% have cut cable, another 11% are considering it. That means that the market for making money on TV is shrinking.

You don't have to listen to me. (You can just follow what the other telcos do!) I appreciate you just reading this. But there are other areas that are growing, that you could make some bank on. Wouldn't that be worth a look too? Wouldn't it be nice to be the leader again, instead of the follower?

Peter Radizeski is a telecommunications consultant and analyst with RAD-INFO INC. Service Providers have called on RAD-INFO INC for assistance building a channel, improving sales, managing online marketing efforts, and overall company strategy. Contact RAD-INFO INC at 813-963-5884 or http://rad-info.net

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Telecom Growth and Your Business
NSP Strategist
Thursday, 05 January 2012 08:17

"According to the new industry market study, telecommunications services revenue on a worldwide basis will grow from $2.1 trillion in 2012 to $2.7 trillion in 2017 at a combined average growth rate of 5.3 percent." [TechJournalSouth]

"Wireless subscriber growth, particularly in Asia and other emerging markets, will raise wireless revenues by 64 percent from current levels, Insight forecasts, while wireline revenues show only modest growth."

Globally, wireless is where it is at. In the US, cellular is where the Big 2 are betting their marbles on. Every other market segment is flat or declining - wireline, broadband, TV, voice. This is a real problem.

Calix thinks that 2012 will be the year of the regulator due to the FCC's inter-carrier comp and USF reform rules. Already the big 3 rural groups - NECA, OPASTCO, WTA - petitioned the FCC to clarigy and re-think the reform for rate The NTCA is challenging the reform in court. Of course it is. No one likes change, especially when it means all that easy money that you have been sitting back and receiving is going to slow down or stop. It means that you have to put on your thinking cap.

It's time to RE-THINK the ISP and TELECOM business model.

Dane @ Sonic.Net sent me an article about the Net Promoter Score, "a management tool that can be used to gauge the loyalty of a firm's customer relationships," according to Wikipedia. It basically comes down to this one question to your customers: "How likely is it that you would recommend our company to a friend or colleague?" You need to be developing WOM - word of mouth marketing - which leads to referrals, which is the best lead generation source. But you need to be doing this proactively. You need to be interacting with your customers - even when they don't have issues.

Some companies look at subscriber numbers or revenue, but the real number is profit (for privately held companies). The metric ARPU isn't as important as Lifetime Value of the Customer (LVC). Why? In The Channel, carriers have found that customers from a Telco Agent (like RAD-INFO) have lower churn and higher ARPU, which actually means that the LVC is higher.

In the year that Copper gets more respect (VDSL2 and EoC advancements); mobile devices (iPhone, iPad, Kindle Fire) get more and more media attention; and cloud is still the raging buzz word, where does your business need to go?

It isn't just about what is the next product to launch, it is:

  • How to retain your customer base?
  • What does your customer base want/need?
  • What will your customers buy from you?
  • What will they buy through you?
  • How many will Refer you? How will they do that?
  • Are you thinking about social media will affect your brand, sales, customer engagement?

Look at all the M&A in 2011. VZ-Terremark, TWC-Navisite, CenturyLink-Qwest-Savvis, and so many others. There is a shake up going on. Are you missing it?

Polycom is known as an IP Phone company. It has big market share. But in 2012 Polycom CEO Andrew Miller wants you to think about Polycom as a software company. And TWC wants to be known as a Broadband company. What do you want to be known as?

Peter Radizeski is a telecommunications consultant and analyst with RAD-INFO INC. Service Providers have called on RAD-INFO INC for assistance building a channel, improving sales, managing online marketing efforts, and overall company strategy. Contact RAD-INFO INC at 813-963-5884 or http://rad-info.net

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App Contests for Publicity
NSP Strategist
Wednesday, 04 January 2012 08:39

In this article about contests held by government owned broadband networks, the take aways are perhaps hidden.

One, contests are a great way to get publicity - for a city or for your company.

Two, if it is coached as a startup or entrepreneurship kind of contest, you get big points and PR.

Three, who uses broadband? Well, techies, developers, creatives. Who do you want to advertise to? People who buy broadband. See the point?

Four, why a contest? Because you are NOT selling Internet Access. You think you are, b ut you aren't. You are selling what people can DO with that Internet Access that they buy from you. If it weren't for Facebook, Pandora and Netflix, people wouldn't feel compelled to have always available broadband.

Lastly, in an era of metering, caps, DPI, etc., advertising that you sell clean pipe might be a way to gain customers. Or that you are not the privacy cop. This is differentiation (besides price).

One final thought: the reason that the Duopoly sells bundles is three-fold: (1) churn is lower for triple-play customers; (2) ARPU is higher; and (3) they don't want to sell "just" broadband because the margins are too low.

Just something to think about.

Peter Radizeski is a telecommunications consultant and analyst with RAD-INFO INC. Service Providers have called on RAD-INFO INC for assistance building a channel, improving sales, managing online marketing efforts, and overall company strategy. Contact RAD-INFO INC at 813-963-5884 or http://rad-info.net

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