During the telecom meltdown, many companies discovered disconnects were a powerful force. Painful too.

The problem is that they discovered this DURING the meltdown (instead of during the disco revolution.) In many cases, the meltdown had already crippled their business.  Only then did they begin to focus on tightening their processes around disconnects; only then did they re-think their incentive schemes. By the time “disconnects” became part of the culture, it was a negative and devastating influence. In many cases, the last surviving memory of the boom-era customers is collapsing revenue.

At this point, you’re probably right–I am being a bit too dramatic. But perhaps not.

The overall theme of the BearOnBusiness.com blog is “what have we learned” as a result of the telecom boom and meltdown. Well, the need to rigorously and thoroughly manage disconnects is a lesson learned that many in our industry have yet to get a grip on.

This is amazing to me. I will repeat. Amazing.

How do I know this is true? See tomorrow’s post.

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Do you like that as a tongue twister?

The past few posts referred to the disconnect inferno of the early 2000’s. “That was then,” is the hallway chatter I heard throughout the telecom universe. “It is good it is behind us.”

Is it? I don’t know if you noticed, but we might be smack in the middle of a recession. The telecom industry continues to consolidate. Technology continues to change. If disco returned, I might be somewhat nostalgic. If the telecom meltdown reared its ugly head, nauseated would be a better description how those in the telecom world would feel.

My point is this: disconnects need to be a focal point of operating a telecom business in both good times and bad. Preserving revenue is just as important–perhaps even more important–than selling additional revenue. Culture, business process and incentive plans should reflect this.

I hope those readers who are part of Zayo, Envysion and NGT reflect on this. In addition to observing evidence of this in your day-to-day work situation, I’d like you to ponder additional ways in which we can combat disconnects. And by the way, combat is a good word for this topic–especially in tough times. Remember the swimming upstream analogy–simply swimming harder is not a good plan. Combating disconnects requires focus, cleverness and persistence. More on this in future posts.

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Visualize swimming upstream. As the current picks up, you will have a harder and harder time making progress. At some point, you begin to move backwards. So you try to swim harder. As you get tired, the current eventually overtakes you.

Disconnects are the Achilles’ heal in a recurring services business like Telecom. Disconnects are the current you are swimming against. If disconnects are high, it becomes increasingly difficult to grow top line revenue. If, in the face of high disconnects, you attempt to overcome them by selling more and more, you will eventually be overtaken by the Disconnect Inferno.

If you wonder what it felt like to be in the eye of the telecom meltdown, think about swimming upstream against a strong current. If you are still unsure, give a ring to Vonage employee and ask them how they are sleeping at night. Not well is my guess, as they are in the middle of a disconnect inferno of their own making.

Remember, bandwidth demand was still growing rapidly throughout the meltdown. Internet penetration was rising rapidly, consumers were switching from dial-up to broadband, and businesses were upgrading to DS3s and VoIP. Internet leaders such as YouTube, Myspace and Envysion were only then being invented.

The problem wasn’t lack of new bandwidth demand. The problem was how quickly the installed base was shrinking. The problem was the disconnect inferno. We should have seen this coming given the Trammps thinly-veiled message from the early 1970’s.

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Picture yourself dressed in a white silk suit, blow drying your hair and dancing to a Bee Gees tune. It might have seemed hip at the time, but you knew there would be a price to pay. Though I was not quite a teenager, pictures of me in a sky blue leisure suit are floating around. Not fun.

Disco came crashing down around 1977. Exactly 25 years later, another bust occurred–telecom. I don’t know how KC and the Sunshine Band handled the end of disco, but the Telecom Meldown was painful for me and lots of my friends.

It is a little known fact that the disco craze and the telecom boom are inter-related. Like Nostradamus, the Trammps had visions–albeit blurry ones–of future events. It was one of these visions that inspired them to write their fantastic dance song “Disco Inferno”. As I explained in prior posts, Tina Turner caught on to this as did Madonna. For those keeping score, Tina and Madonna sold their telecom stock in 2000–it is what allowed Tina to divorce Ike and Madonna to buy a new home in Aspen, Colorado. Yes, what I am implying is true: if we were paying better attention during the disco era, the telecom meltdown might have been completely avoidable.

If you aren’t following me, I’ll give you a factoid that both Tina and Madonna knew. When the Trammps wrote their famous song, they took it to famed producer Tom Moulton, who mixed the record. He loved the song, but he felt the title was too long. Against the objections of the Trammps, Moulton demanded that ‘nnect’ be removed from the first word of the title. Henceforth, the song was known as Disco Inferno instead of its original name Disconnect Inferno. If you listen to older versions of the song, you can hear Jerry Mills Collins belt out the original “disconnect inferno” lyrics.

If you were in the telecom industry circa 2003, you know what it is like to be in the disco(nnect) inferno. Like leisure suits and blow dryers, not fun!

If you need a visual from the Saturday Night Fever era, click here.

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If you don’t believe Madonna was a telecom person, click here.

Tomorow, we will find out what Disco Inferno has to do with telecom.

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Go to http://www.youtube.com/watch?v=NMSMViyCVNI to find out what The Trammps taught Tina Turner about telecom.

More tomorrow…

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Go to http://www.youtube.com/watch?v=2XndWhXtrRU  to find out what Anna Mae Bullock (a.k.a. Tina Turner) knows about telecom.

More tomorrow!!!!

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As an epilogue to the “Birth of the Softswitch” series, I thought BearonBusiness.com readers would enjoy a reprint of the April 1st, 1998 USA Today written by Kevin Maney. Below is the final part of the article. For me and I suspect many readers, it brings back fond memories. 

Just so I nip it in the bud, I’d appreciate it if our readers resisted the temptation to comment on the particular day of the year that the article was published.

Reinventing a success

The concept for Level 3 is simple: It’s MFS with a fresh start. Same business plan, but this time based on Internet Protocol (IP) technology. Crowe would use Kiewit’s money to start building a network that could carry information and voice conversations far more efficiently than any network out there, then slowly fill his fiber-optic pipelines by siphoning off business from the telecom giants.

Crowe wasn’t the only one with the idea. Around the time Crowe quit WorldCom, Qwest Communications was starting to get noticed. Based in Denver, Qwest was using money from railroad magnate Philip Anschutz to build its fiber network, which would be partly IP-based and partly circuit-switched. Anschutz put Crowe on Qwest’s board. Qwest also hired fiery AT&T executive Joe Nacchio as CEO. From the outset, Crowe told Nacchio he might start a competing business.

Just before unveiling Level 3, Crowe quit Qwest’s board. Now he’s moving Level 3 to Denver, right in Qwest’s back yard, to take advantage of telecommunications talent in that region. Relations between the two are said to be chilly. Nacchio did not respond to requests to talk about Crowe.

In the meantime, Crowe figured that if he was going to do an MFS all over again, he might as well get the MFS team back. One way or another, he got 18 of his top 20 MFS executives out of WorldCom. Most have taken the exact jobs they had at WorldCom. All were wealthy enough after MFS’ sale to never work again, but they’re in their 30s and 40s and sound thrilled to be back together for another run. Mike Frank, 44, head of Level 3’s human resources, says that at WorldCom: “My usefulness was not appreciated, and I wasn’t fulfilled.”

“I have a lot of loyalty to the guys who got me here,” says Ron Vidal, 37, another member of Crowe’s reconstituted team.

Crowe’s departure from WorldCom irritated Ebbers. But the mass exodus made him boil. The rancor runs deep throughout WorldCom. WorldCom would like nothing better than to bury Level 3 in the marketplace.

That threat notwithstanding, the combination of Kiewit’s backing, the old MFS team and Crowe’s savvy makes many in telecommunications believe Level 3 will succeed. “There’s a lot of faith,” says analyst Kagan.

Investors are expected to snap up the stock. Before the Nasdaq listing, shares were tough to come by. Peter Kiewit Sons’ stock is privately held by employees only. Kiewit Diversified was held mostly by employees and former employees, though shares could be sold publicly. With the Nasdaq listing, an official split from Kiewit and a name change from Kiewit Diversified to Level 3, the stock goes public.

It’s too soon to tell whether Level 3 can challenge some of the regional Bells or top long-distance companies. The telecom giants know about the efficiencies of IP, too, and some are building IP-based networks. They scoff at the notion that circuit-switched networks will become albatrosses. “Nobody’s stupid here,” Lucent’s Penzias says. He holds that communications will wind up being a mixture of circuit-switching and IP. “One protocol to do every job would be a step backward.”

Meanwhile, WorldCom, Qwest and others are building IP fiber networks. Teledesic and Motorola’s Celestri will create high-bandwidth IP networks using satellites by around 2003. Still, demand is exploding. Communications capacity is already in short supply for data traffic, which is growing 150% or more a year. Voice calls over IP networks, a business that barely existed in 1997, will be at least a $1 billion industry by 2002, according to Forrester Research.

Level 3 seems to be a player to watch. “It has an opportunity to be quite disruptive in the industry,” says Mark Bruneau of consulting firm Renaissance Worldwide. “It’s a dream team with a dream network and a killer business plan. Just as long as they don’t screw it up.”

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As an epilogue to the “Birth of the Softswitch” series, I thought BearonBusiness.com readers would enjoy a reprint of the April 1st, 1998 USA Today written by Kevin Maney. Below is the second part of the article.  For me and I suspect many readers, it brings back fond memories.

Just so I nip it in the bud, I’d appreciate it if our readers resisted the temptation to comment on the particular day of the year that the article was published.

Clash of the titans

Crowe, 48, has big facial features and a booming voice. He prefers to dress casually in a Dockers style. He’s a technology nut who wired all kinds of gadgets together in his home. He eats lunch in the cafeteria on the ground floor of Kiewit headquarters. Level 3’s offices are in one small corner of the stoic 15-story building.

People describe Crowe as incredibly focused, good at communicating a point simply, good at recognizing and hiring talented people and a voracious reader. (One of his favorite books: Snow Crash, a science-fiction novel about cyberspace, by Neal Stephenson.) “He’s very intelligent,” Scott says. “And he gets loyalty and enthusiasm from his people.”

That loyalty is what got Crowe in trouble with WorldCom’s Ebbers. WorldCom, based in Jackson, Miss., has grown by making ever-bigger acquisitions, mostly in the long-distance phone business. Ebbers needed a company like MFS, which has lots of local networks and business customers. UUNet made MFS even more attractive. Within months of MFS buying UUNet, WorldCom made its $14.3 billion offer for MFS.

Crowe did not want to sell MFS, but the offer was too good. He knew the Internet train was coming and that MFS, mostly built on the older circuit-switching technology, would have a rough time making the transition — even with UUNet’s help.

Crowe was to become chairman of the merged MFS and WorldCom, but it was clear he’d be second to Ebbers, who would be CEO. Most of MFS’ top management packed up their Omaha homes and moved to Jackson. Three weeks after the merger closed, Crowe quit and returned to Kiewit.

“I was talking with Jim (Crowe) about what he’d like to do and told him we’d be willing to support him if he was interested in starting a business,” Scott says. Kiewit has two parts. The main one is the construction business. The other one is Kiewit Diversified Group, which holds all Kiewit’s investments in companies. Those companies have ranged from small telecommunications ventures to a power company. Scott asked Crowe if he’d like to take over Kiewit Diversified Group. “I felt Jim would do more with it than I would.” Total value of the group: about $3 billion. It would become Crowe’s seed money.

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As an epilogue to the “Birth of the Softswitch” series, I thought BearonBusiness.com readers would enjoy a reprint of the April 1st, 1998 USA Today written by Kevin Maney. The prior blog post contained the picture and caption that appeared on the cover of the USA Today. Below is the first part of the article. For me and I suspect many readers, it brings back fond memories.

Just so I nip it in the bud, I’d appreciate it if our readers resisted the temptation to comment on the particular day of the year that the article was published.

A revolution in the making?

Level 3’s business plan, if correct in its assumptions, could drive down the cost of long-distance phone calls to almost nothing and hasten the decline of the big phone companies.

Level 3 plans to build a global fiber-optic communication network entirely based on Internet Protocol (IP) technology. Crowe is betting that the dominant networks of the world — the ones that carry phone calls using circuit-switching technology based on a 100-year-old design — are dinosaurs.

Not everyone agrees, least of all phone company people. “There’s a bright future for IP, but it’s not a walk-away win,” says Arno Penzias, chief scientist for Lucent Technologies.

And there’s a twist to Level 3’s story that could make things interesting. Level 3 has made a dangerous enemy: Bernie Ebbers, the dynamic and powerful CEO of WorldCom.

Yet for many reasons, the industry is watching Crowe closely. After all, he built MFS into an industry power, then sold it to WorldCom in 1996 for $14.3 billion. And he has an injection of $3 billion in cash and assets from Kiewit for Level 3.

“It’s like watching him trying to make lightning strike twice,” says industry analyst Jeffrey Kagan.

In 1995, the Internet was just taking off and Project Silver team members could find little reliable analysis beyond the fact that the Net was messy, unreliable, interesting and cheap.

Crowe’s epiphany came when he flipped through an industry newsletter and saw a chart from consulting firm North River Ventures titled, Cost to Deliver 42 Page Document. Faxing it from New York to Tokyo using AT&T cost $28.83. E-mailing it over the Internet cost 9.5 cents. “That’s when I realized this was not driven by cool people on the cover of Newsweek,” Crowe says. “It was driven by economics. When we figured it boiled down to bucks, all of us took notice.”

The Project Silver team visited 20 to 30 Internet service providers (ISPs). Crowe went to six. The team concluded that to move fast, MFS would have to buy its way into the Internet. The best ISP to buy was UUNet. The path had come full-circle back to Gates. Microsoft owned 14.7% of UUNet and Microsoft Network was its biggest customer.

Crowe and Scott flew to Microsoft headquarters in Redmond, Wash., to talk to Gates. If Gates had said no, MFS would not have tried to buy UUNet. Gates gave his OK. His only condition was that Crowe had to keep UUNet CEO John Sidgmore. In April 1996, MFS bought UUNet for a stunning $2 billion.

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