David Byrd : Byrd's Eye View
David Byrd
Chief Marketing Officer for ANPI

Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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Ubiquity through Mobility

December 13, 2012

For years telecommunications has sought ubiquity of phone service globally.  A major impediment to such an achievement was the cost and complexity of building out the required network infrastructure. Cellular/wireless technology reduced the cost, complexity and allowed for phone service to be expanded into rural and third world geographies more rapidly than previously forecasted. For example, as wireline connections fall in the US, wireline connections now exceed the total population with an individual subscriber rate of nearly 250 million people.

What grows at 500% in 12 Months? LTE

December 10, 2012

Generally speaking, I haven’t followed the growth of wireless as it relates to 4G and/or LTE. Usually, I look at the total number of wireless subscribers either globally, 6.4 billion, or by region, North America with 320 million cellular connections. However, today I discovered an organization called 4G Americas and learned that this group tracks specifically the deployment and adoption of Third Generation Partnership Project technologies. These mobile technologies include GSM (Global Mobile Services), LTE (Long Term Evolution) and 4G (Fourth Generation) mobile.

RLECs ask to join the Fiscal Cliff Negotiations

December 6, 2012

The rules changes imposed by the FCC have caused a great deal of consternation for many RLECs. With the amount of funding or investment recovery uncertain, RLECs have begun to batten down the hatches and reduce their infrastructure spending and existing or future personnel. The Rural Broadband Alliance (RBA), consisting of 200 rural telecommunications service providers, has written a letter to President Obama and congressional leaders requesting that changes to the USF be put on hold until further review by congressional committees and the Federal State-Joint Board which was created by Congress in 1996 to review proposed changes to the USF rules.  Apparently, the FCC has not seen fit to submit the revised rules for review.

It would not be out of line for the RBA’s request to be considered since much of the debate surrounding the Fiscal Cliff includes discussion of the impact upon small businesses if we go over the cliff and much of rural America’s telecommunication infrastructure and services is provided by small businesses.

When the Bundle Talks Back

December 3, 2012

I may be fighting a losing battle in the defense of privacy. And I, also, recognize that knowing the habits of buyers is very important in determining what and when to market various products to improve the success of sales. Moreover, with marketing as my profession, I consider the collection of information on customers and prospects critical not only to selling but also to enabling the development of products and services that are more applicable to an ever-changing marketplace. However, as we surrender more and more personal information to marketers, I wonder about the apparent lack of boundaries by some companies.

When the Bundle Talks Back

December 3, 2012

I may be fighting a losing battle in the defense of privacy. And I, also, recognize that knowing the habits of buyers is very important in determining what and when to market various products to improve the success of sales. Moreover, with marketing as my profession, I consider the collection of information on customers and prospects critical not only to selling but also to enabling the development of products and services that are more applicable to an ever-changing marketplace. However, as we surrender more and more personal information to marketers, I wonder about the apparent lack of boundaries by some companies.

When the Bundle Talks Back

December 3, 2012

I may be fighting a losing battle in the defense of privacy. And I, also, recognize that knowing the habits of buyers is very important in determining what and when to market various products to improve the success of sales. Moreover, with marketing as my profession, I consider the collection of information on customers and prospects critical not only to selling but also to enabling the development of products and services that are more applicable to an ever-changing marketplace. However, as we surrender more and more personal information to marketers, I wonder about the apparent lack of boundaries by some companies.

PBX Market Dynamics in 3Q12

November 29, 2012

With all of the talk of cloud computing and hosted communications, it is easy to forget that there remains a fairly strong market for physical PBXs. Of course, the traditional TDM based PBX market is falling, but the Hybrid (TDM/IP PBX) and IP PBX markets continue to generate new sales in all geographies and regardless of business size. And the overall size of the market is increasing quarter over quarter over quarter and year over year. However, in addition to technology TDM transitions to IP, and premises equipment versus cloud/hosted communications decisions, economic conditions are also affecting purchasing decisions.

In a yet to be released report by Infonetics, it is reported that in the third quarter the global enterprise PBX market, (TDM, hybrid and IP PBXs), grew 2.8% for the quarter but a 5.6 percent year-over-year decline was observed in Europe, the Middle East and Africa.

Lessons from Lincoln

November 26, 2012

ANPI is based in Springfield, Illinois where the Lincoln Presidential Library is located. I haven’t had time to visit the library as yet, but I did watch the recently released film, Lincoln. Without a doubt, Abraham Lincoln deserves the recognition as America’s best president. However, in watching the movie, you learn that the phrase “Honest Abe” may not have been an apt moniker.

A Telecom Thanksgiving

November 19, 2012

Thanksgiving is a time for reflection and to note the blessings in our lives. I have been associated with the telecom industry and IP communications for over thirty years and have seen many changes. As an industry we have been through recessions, the Internet bubble burst, deregulation and a myriad of other challenges. Yet, we thrive.

Social Media Best Practices for Small Businesses

November 15, 2012

With only 12% of SMBs believing that they are getting the most out of their use of social media, I thought it useful to present some best practices and alternative social websites during this blog. While this blog considers service providers (ILECS, RLECs and Wireless) and channel partners (VARs, Agents) as the primary audiences, I believe it is our job to communicate to our SMB customers how they can better leverage technology and grow their businesses. After all, ANPI and you guys are the trusted advisors.

Best practices for social media begins with reputation management and that means setting up an account with Google to take advantage of Google Alerts.

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