Revenue Assurance & Recession
TRI: The world is working its way out of recession, so is Verizon paying more attention to Revenue Assurance these days?
Romano: The poor economy is certainly causing us to look at disciplines like RA with greater interest.
But things like revenue assurance, cost assurance, and business optimization are critical -- period. No matter what state the economy is in, our shareholders expect us to constantly reduce our costs, optimize our revenue, and manage our customer processes.
Within the area I manage, we're very much focused on the customer and less on what's hitting the income statement.
Yet by focusing on customer satisfaction we automatically impact the income statement because we're reducing customer churn, driving them to call us less often, and ensuring they have a better experience from a billing standpoint, which is our focus.