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Creating new customer value with data

Should you give your customers greater visibility and control at the risk of exposing your billing errors?

Opening the doors to your hidden (or unknown) billing secrets can be a scary move. But most agree customer visibility is a risk worth taking in order to minimize the long-term impacts of dissatisfaction. Here’s the way the story typically goes. Your company launches with a standard set of products and services for a few MORE…

The 5 stages of billing portal adoption

Launch a new billing portal they said. It will be fun they said. Oh, if only B2B billing portal adoption was as easy as creating the latest and greatest meme. But it’s not. It’s actually really hard. Why? Because it requires a deep understanding of what’s most valuable to your customers, a cross-functional team who’s MORE…

Head of billing…corporate hero or corporate zero?

If you’re the Head of Billing, you have the weight of the world on your shoulders. And with that weight, comes the opportunity to transform your company’s billing and revenue operations into a world-class organization…or keep it mired in status quo processes that are 10+ years old. How you perform in this mission-critical, highly scrutinized MORE…

Breaking the cycle of manual invoice reporting

Did you know that over 70% of invoice reporting is still performed in Excel? Just think – all of the efforts to move your billing data to a digital state and you could have stuck with mailing out CD roms. But seriously, why are your enterprise customers continuing to rely on an offline, seemingly archaic MORE…

PAST DUE: Why your enterprise billing is killing your cash flow

Do you ever wonder if your enterprise customers even read the giant ‘due date’ listed on their bills?  If you’re like most usage-based service providers, more often than not, the number of payments coming in late far exceeds those coming in on time – and this represents the majority of your business revenue. Beyond the MORE…

The insider’s secret to hidden profits in B2B billing

So you’ve been tasked with improving productivity on the billing front. You’ve analyzed your systems and processes – and determined your shoe string budget and stretched resources offer little upside. You’ve explored the daunting path of system consolidation – too much time, not enough resources. So now what do you do? You shift your focus MORE…

Just using data to target customers? You may lose them instead.

Predicting the “next-best” offer is the rage of marketing teams as companies become focused on leveraging data to make their revenue models more and more efficient.  But in this fight for the customer’s wallet share there is a hidden but growing danger. What happens when all your competitors become equally good at predicting business purchase MORE…

Billing portal pricing survey: Common telco strategies and what customers are willing to pay

It’s the great debate of what a billing portal is ‘worth’ to a customer. Should we charge them to access their digital statements if that’s our preferred option? How valuable is the custom reporting and cost allocation to their business? How will customers respond to a charge – is it something they’re expecting? Rather it MORE…

Why you should rethink segmentation. It’s the difference between companies and people!

Companies don’t use your billing portal.  People do.  Yet many telecom and cloud service providers can fall into the trap of overlooking that point.  Product managers and billing personnel can start to define “customer” segments based on company characteristics such as revenue or number of employees.  But that segmentation can easily hide the stepping stone MORE…

Struggling to get customers to ‘go green’? Check for these paperless billing roadblocks.

Paperless billing continues to be one of the key business case drivers for online billing portals – and for good reason. It offers the potential to save millions in printing and postage, as well as eliminate a common source of customer discontent – the paper bill. So what happens when you launch your portal and the MORE…

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