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Austrian mobile operator Max.Mobil observes CRM first principles in its billing operations.
Billing and wooing - Part 1 | Part 2
In different industries, different factors prove to be critical in creating a good impression among customers. Research three years ago from Andersen Consulting (as Accenture then was) suggested that CRM projects should therefore be discriminating on two counts: first, some of the results they sought to achieve were very much more significant than others, to the extent that the others could almost be ignored; second, that those key factors were different from one area of economic activity to another.
For example, the research found that among suppliers of telecoms services, billing was a key area. The simplicity and efficiency of the billing operation emerged as the main way in which suppliers could differentiate themselves.
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International Consultants' Guide 2002
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Market Overview