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What Do Households Want?
The telecom industry has spent decades bringing residential customers the products we think they want. This has resulted in the ubiquitous triple-play bundle of telephone, data and cable TV. But one...
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What Business Customers Want
A significant percentage of CCG’s clients sell telecommunications services to businesses. When I ask them what they think businesses are now looking for from a telecommunications provider, I most often...
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“Dumb Pipe” versus Full-Service Provider
Broadband and cable TV companies have been looking at their long-term strategy and they are going to have to decide if they are going to be what we at CCG call either a “dumb pipe” provider or a...
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Give the Customers What They Want
I have a friend Danny who is a CPA and he is doing something that I think is brilliant. He has taken over the accounting practice from his 72 year-old father and he also has a number of other older...
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Cable TV Trends
There are a number of trends affecting the cable TV industry that all add up to an industry that is going to be seeing big changes over the next decade. These are what I see as the biggest trends...
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Advantages to Customers of SIP Trunking
SIP stands for Session Initiation Protocol and is a technology at the enterprise level for delivering multiple voice connections to a PBX or key system over an IP data connection. In order for a...
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Customers – Make Them Part of Your ‘Club’
Today’s guest blogger is Mike Fox. He was one of the founders of CCG and we still work together on a number of projects. He is working today for Fox Management Advisors. Mike can be reached at (307)...
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Know Your Fifty Biggest Business Customers
This is an idea that is so simple that I almost didn’t make a blog entry out of it. But every service provider should personally know their largest business customers. I arbitrarily set the number to...
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Choosing the Lesser of Two Evils?
FTTH fiber-to-the-home (Photo credit: dvanzuijlekom) Today our guest blogger is Ron Isaacson, a former employee and still a good friend of CCG’s. A number of years ago, the large ILEC in our area...
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Value Added Selling – The Only Way to Go!
Customer Service Think Tank hosted by Dell (Photo credit: Dell’s Official Flickr Page) Today’s guest blogger is Mike Fox. He was one of the founders of CCG and we still work together on a number of...
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What’s Up With Verizon?
1980s Dodge Ram Van Verizon (Photo credit: Wikipedia) I have another story to tell about my friend Danny. He runs an accounting firm in northern Virginia and he looks a lot like a ton of other small...
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A Look into my Crystal Ball
I have spent quite a bit of time recently reading futurist books and articles that think about the most likely future. I’ve done this to the point where my wife asked me if I am unhappy with the...
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Voice – Still Relevant
A landline telephone (Photo credit: Wikipedia) At the beginning of this year the Center For Disease Control issued a report called Wireless Substitution: Early Release of Estimates From the National...
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A la Carte Programming and Sports
ESPN, Fox Sports, Comcast SportsNet, and regional sports networks like the Big Ten Network must all be lobbying hard against a la carte cable programming ever becoming a reality. Their business model...
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Managed LAN Service
local area network (Photo credit: benschke) If you serve business customers you should consider offering managed LAN service. This is a service where you manage your customer’s LANs for them. The...
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Upsell Your Customers – What to Sell
One of the best strategies you can undertake to improve bottom line performance is to increase your average revenue per existing customer by getting those customers to buy more of the services that you...
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Should you Build a WiFi Network?
Free Wireless (WiFi) Minneapolis Hotspot in Sumner Field (Photo credit: Wikipedia) For years I have had clients who have been building WiFi networks and then trying to figure out ways to make money...
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Customer Portal
I have talked in other blog posts how I believe that the successful residential service provider in the future is going to have a choice to make between being what I call a dumb pipe provider or a full...
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The Right Way to do Customer Surveys
Customers (Photo credit: Vinqui) Carriers are always being advised to find out what their customers really want and one of the best tools to do that is a well-designed survey. I use the term...
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Should You Carry OTT Programming?
Every cable provider today needs to consider carrying Over-the-Top (OTT) channels on their cable system. OTT programming is content that is available on the web and includes such things as Hulu and...
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