Insights

Back billing and recovery provisions can look like routine contract language, but they determine who carries the financial risk of the supplier’s billing errors. A supplier may have up to 12 months to collect charges it failed to invoice, while the customer may have a much shorter contractual window to recover amounts that were billed […]

Between big projects, customers deal with supplier quotes, change orders, renewal proposals, billing questions and “standard” terms that can create cost, reduce flexibility or simply set bad precedent. The challenge is staying commercially ready for such business as usual items without turning every supplier event into a full sourcing project. In this 10-minute episode of […]

As suppliers use software and partner networks to deliver service across owned and third-party access, the old on-net/off-net distinction is becoming less straightforward. Customers may not need to manage every underlying circuit relationship themselves, but they still need to know who provides the access, what changes because of it and whether the supplier remains accountable […]

Supplier escalation does not have to mean open warfare. When service quality drops, customers need more than frustration and another status meeting. They need a controlled escalation path built on facts, business impact, clear remedies and credible options. In this 11-minute episode of Staying Connected, Tony Mangino is joined by TC2’s Bryan Carriker to discuss […]