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The Digital SMEs: opportunities for CSPs providing social, mobile, analytics and cloud services

The Digital SMEs: opportunities for CSPs providing social, mobile, analytics and cloud services

This report looks at how communication service providers (CSPs) are bundling elements of social, mobile, analytics and cloud (SMAC) platforms to provide small and medium-sized enterprises (SMEs) with advanced tools and services in return for increased ARPU and stronger customer relationships.


About this report
EXECUTIVE SUMMARY
Excecutive summary
Delivering a good customer experience to SMEs is a real challenge
CSPs are taking control of SME cloud strategy with integrated services and customer care
Recommendations for CSPs
SMEs ARE GOING DIGITAL
CSPs are making an effort to understand a new wave of digital SMEs
Business benefits and solutions (not 'cloud, mobile, apps') drive SMEs
Customer segmentation and analytics are important for knowing diverse SMEs
CSPs AS PARTNER OF CHOICE
CSPs are transforming internal processes and platforms to deliver digital services to SMEs ... it is a work in progress but is on the right track
Selling cloud with the right digital customer experience
Selling cloud and digital services profitably to SMEs involves refining the customer approach, processes, technology and go-to-market strategies
REDEFINING SME SERVICES
Redefining SME services: Connectivity plus extra services
CSPs are moving away from the cloud supermarket approach to what are the best apps and how can CSPs add value to SME solutions
Verizon leads in terms of offering an advanced portfolio of digital services for SMEs
APPENDIX
ABOUT THE AUTHORS AND ANALYSYS MASON

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