To Outsource . . . or Not Jeff Goldman
[June 2, 2004] Despite the growing trend towards outsourcing technical support and customer service, DSL Extreme has decided to keep as much customer contact as possible in-house.

U.S. Broadband Growth Steady ISP-Planet Staff
[November 20, 2002] According to Dataquest, 28 percent of U.S. online households connect to the Internet via broadband connections. But "first to market" still determines who wins which customers right now.

Cable Telephony Up, But VoIP Stalled ISP-Planet Staff
[October 21, 2002] A high-tech research firms says cable telephony has a solid future because there is increasing consumer demand for cable voice services and decreasing deployment of VoIP services.

Looking in the Mirror Brock Henderson
[September 23, 2002] For many independent ISP operators, your business is a direct reflection of everything you do. When is the last time you took a long, hard look at how your customers perceive your services?

Finally, a Killer App for Broadband ARS, Inc.
[September 18, 2002] Someone has finally found the killer app for broadband. That’s right—broadband’s killer app has been located and it is sports-on-demand. The real question is: What took so long?

King of the Hill Brock Henderson
[July 22, 2002] Growth takes time, a lot of thought, patience and effort. If you focus on growing your ISP's subscriber base one customer at a time, you will overcome rival ISPs in your market—one competitor at a time.

Video Conferencing: a CLEC Opportunity? Gerry Blackwell 
In the wake of the hijack attacks, some CLECs have seen an upsurge of interest in their fledgling video services. Despite the recent tragic events and reduction in business travel, should CLECs be considering these services?

Anatomy of a CLEC Ad Campaign Gerry Blackwell 
According to columnist Gerry Blackwell, successful CLECs are those that commit themselves seriously to marketing and advertising. Blackwell analyzes RCN latest ad campaign. 

CLECs Selling TV: Marketing Suicide? Gerry Blackwell 
When a small phone company sells cable television-style services, is it marketing suicide? Columnist Gerry Blackwell investigates HickoryTech's VDSL-based TV service.

Successful Niche Marketing Gerry Blackwell 
New Edge offers DSL access in small cities and towns and semi-rural areas across the U.S. The firm's success demonstrates that it pays to go where others don't tread. Columnist Gerry Blackwell explains New Edge's approach.

Can Retail Push More Product? Gerry Blackwell 
NTelos, a Virginia-based company, has its own chain of 44 retail stores. Is this an effective way to sell CLEC products and services? Gerry Blackwell investigates.

Free Long Distance at Z-Tel Gerry Blackwell 
Z-Tel Communications is offering customers unlimited free long distance for $10 a month. Are they crazy? Or is this one brilliant market-expanding scheme? Gerry Blackwell investigates. 

Marketing Breakthrough? Or Marketing 101?  Gerry Blackwell 
Is Arbros using innovative new marketing techniques? Or is it just marketing common sense that can help any CLEC succeed? Columnist Gerry Blackwell investigates.

From ISP to CLEC Gerry Blackwell 
Making the transition from Internet service provider to CLEC is a tricky business. Columnist Gerry Blackwell discusses the marketing challenge. 

BLECS: A New CLEC Opportunity Gerry Blackwell 
Are multi-tenant environments (MTEs) the big new CLEC opportunity? Columnist Gerry Blackwell discusses what a BLEC is, and the potentially huge market opportunity for CLECs. 

To Re-brand or Not to Re-brand Gerry Blackwell 
A CLEC's brand is one of its most important assets. Columnist Gerry Blackwell shows how NextLink recently transformed itself into XO Communications to reinvent, and take itself to the next level.

Building Customer Loyalty Gerry Blackwell 
How do you get customers to stay with you when a competitor continually slashes its prices? Read how one CLEC is keeping customers with a program that resembles an airline's frequent flier club. 

Opening The Retail Outlet Channel Gerry Blackwell 
For CLECs with aspirations to get large fast, channel marketing will be a critical key to success. Columnist Gerry Blackwell shows how some CLECs are successfully working with significant channel partners. 

Selling To Thousands At a Time Gerry Blackwell 
Marketing to a large group of captive prospects is almost always easier than selling to one customer at a time. Columnist Gerry Blackwell discusses how New Haven CT-based data DSL.net is selling its services to the masses. 

NorthPoint DSL Education Tour Gerry Blackwell 
Advertising is all about selling sizzle and not steak. Read how NorthPoint is marketing the DSL lifestyle, and not DSL technology, to potential customers-an education with some definite sizzle. 

North American DSL Market Passes 880,000 Lines 
A recent study shows that the number of DSL lines in North America exceeds 880,000 lines. Read about this, the percentage breakdowns between those maintained by ILECs and CLECs, and more. 

The Building-Centric Strategy Gerry Blackwell 
Can a building-centric marketing strategy work for most CLECs? Marketing columnist Gerry Blackwell talks about  how the strategy works, and profiles OnSite Access, a company that is making the concept fly.

Advertising: Why Don't CLECs Get It? Gerry Blackwell 
Advertising isn't rocket science, but marketing columnist Gerry Blackwell wonders why so many CLECs don't get it.  So he convened a small panel of experts to provide help for the advertising-challenged. 

Increase Revenues From Existing Customers Tamra Burgwardt 
Getting new customers isn't the only way to increase revenues. Creative marketers also can create surprisingly large revenue increases from existing customers. Tamra Burgwardt provides some very specific tips about how to do this.

Finding The Niches  Gerry Blackwell
Taking advantage of clear market opportunities is the key to success. Read how Genesis Communications is targeting the U.S. Hispanic market. 

CLECs In For A Windfall, Study Says  Gerry Blackwell
CLECs can expect to capture a significant portion of the telecommunications market. So says a report from The Strategis Group. 

Customer Service: A Case Study  Gerry Blackwell
  Most CLECs believe they'll win by providing better service than incumbents. That, however, is easier said than done.  Columnist Gerry Blackwell, however, begins tracking one CLEC's efforts to improve service -- and profitability.

Free DSL: You Get What You Pay For  Jim Thompson
Offers of free DSL service received a lot of media attention and likely frightened CLECs considering offering DSL service.  Jim Thompson takes a close look at so-called free DSL service and comes away unimpressed. 

Residential DSL Set To Explode, Study Says
Consumers are ready to jump on the DSL service bandwagon for home use, according to a new study by The Strategis Group.

What Do Telecom Customers Want?  Tamra Burgwardt
In today's fast-paced, hyper-competitive market, it's tempting to compete on price or try to become the McTelco of telecom providers.  Columnist Tamra Burgwardt discusses why success often hinges on being more discerning.

Getting Beyond Selling On Price  Tamra Burgwardt
You can only lower your prices so much.  Constantly eroding margins make it imperative that you differentiate yourself on other factors. Columnist Tamra Burgwardt gives you some ideas.

Marketing Amidst The Clutter  Tamra Burgwardt
There's no shortage of competition in the telecommunications business.  So how do you differentiate yourself?  Start with creativity and add a healthy dose of persistence.