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For Telecommunications providers and Utilities companies, it can be argued that the Billing system is the actually the main touchpoint with customer – not the CRM system. It is the Billing system that the customer is used to “seeing” in the great majority of interactions. Despite this, many organisations’ billing environments often contain several systems that are very complex and difficult to manage due to growth through acquisitions and legacy product-oriented architectures. The transformation initiative to address this problem is complex and often results in failure if there is an insufficient focus on Information Development.
