notes and views on crm, social media, and the human side of information technology

Is IPTV in trouble?

I am back from Vienna where I’ve mingled with brainy folks from Telco incumbents. One day was dedicated to IPTV, which seems to be still not picking up.

There may be multiple reasons for that. I’ve picked up one that is relevant to what I talked about there: IPTV as a tool for provider lock-in.

It’s a general rule that the more services you consume from a single provider, the longer you are likely to stay.

However, I think the customer can see through that. Especially if some of those services, such as IPTV, are there more to complement other services and lock the customer in than to offer a distinctive value.

It would be sad to see such a (technically) interesting service to go away just because the operators put it out for the wrong reasons. Be on the value offensive, not on retention defensive, that’s what I’d say.

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April 30, 2008 | Filed Under CRM 

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