Mark is the lead analyst for Analysys Mason's Customer Care and Service Fulfilment research programmes, which are part of the Telecoms Software research stream. His primary areas of specialisation include customer self-care, IT asset management and CMDBs and enterprise order control and master catalogues. The first 20 years of Mark's career were spent at Bell Laboratories, where he specialised in starting software products for new markets and network technologies and in the interaction of software with the underlying network hardware. Mark was Chief Scientist of Management Systems at Bell Labs, and has also been president of his own OSS strategy consulting company, CMO at the inventory specialist Granite Systems, VP of Product Strategy at Telcordia Technologies, and SVP of Marketing at the network planning software vendor VPIsystems. Mark holds an MPhil and a PhD in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions. He is also an adjunct faculty member of UMass Lowell in the College of Management.
This report provides a detailed five-year forecast of revenue in the customer care software systems market. It also explains the forces that will shape the market's growth and provides practical advice for software vendors and operators.
As CSPs adjust their business models to take advantage of new opportunities, new factors will drive growth in the market for service fulfilment systems ...
This report provides a detailed five-year forecast of the service fulfilment systems market. It also explains the forces that will shape the market's growth and provides practical advice to software vendors and operators.
CSPs' need to support new services and complex bundles more quickly than ever before has driven growth in the market for telecoms customer care systems, despite the recession ...
This edition of the CEO Digest features commentary on this year’s TM Forum Management World conference, which focused on the three pillars of success for any organisation: investment to drive revenue growth; investment in customer experience; and investment to reduce costs.
