Who are the real customers?

If you’re not serving the customer, your job is to be serving someone who is.”
Jan Carlzon

As much as we may consider CSPs to be the customers of OSS, the real customers are actually the ones using the CSP’s services.

There is massive change underway for almost all CSPs globally, perhaps with the exception of regulated monopoly carriers. In deregulated markets, voice and data services are becoming increasingly commoditised, leading to reductions in earnings. Reductions in earnings lead to reductions in project spend (ie OSS transformations).

It is the fundamental objective of OSS vendors to deliver projects that add to the value of the CSP, in part because this allows future projects.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.