CSG Systems International, Inc. (CSGS): Business Model Canvas [Jan-2025 Mis à jour]

Dans le monde dynamique de la transformation numérique, CSG Systems International, Inc. (CSGS) émerge comme une puissance de solutions innovantes, comblant parfaitement l'écart entre les défis technologiques complexes et les opérations commerciales rationalisées. Avec une toile de modèle commerciale robuste qui navigue stratégiquement dans les paysages de télécommunications et de services numériques, CSGS propose des plateformes complètes qui permettent aux entreprises de révolutionner les expériences clients, de monétiser les services numériques et de stimuler une croissance durable sur un marché de plus en plus interconnecté.

CSG Systems International, Inc. (CSGS) - Modèle commercial: partenariats clés

Alliances stratégiques avec les télécommunications et les prestataires de services médiatiques

CSG Systems International maintient des partenariats stratégiques avec les principaux fournisseurs de télécommunications:

Partenaire	Focus de partenariat	Année établie
Comcast	Solutions de facturation et de gestion des revenus	2018
COMMUNICATIONS CHARTER	Services de transformation numérique	2019
Vodafone	Systèmes de soutien opérationnel mondial	2020

Partenaires technologiques pour les solutions de transformation cloud et numérique

Les partenariats technologiques clés comprennent:

• Amazon Web Services (AWS) - Intégration des infrastructures cloud
• Google Cloud Platform - Solutions de transformation numérique
• Microsoft Azure - Services de cloud d'entreprise

Partenaires d'intégration de logiciels

Partenaire	Capacités d'intégration	Valeur de partenariat
Microsoft	Intégration de logiciels d'entreprise	45 millions de dollars de revenus de collaboration annuels
Oracle	Base de données et solutions d'entreprise	37 millions de dollars de revenus de partenariat annuel

Intégrateurs de systèmes mondiaux et sociétés de conseil

CSG collabore avec les principaux cabinets de conseil mondiaux:

• Accenture - Consulting de transformation numérique
• Deloitte - Services de mise en œuvre de la technologie
• IBM Global Services - Entreprise Solution Development

Partenariats de fournisseurs technologiques spécifiques à l'industrie

Fournisseur	Spécialisation technologique	Portée du partenariat
Éricson	Solutions de réseau de télécommunications	5G Billing and Revenue Management
Huawei	Infrastructure de télécommunications	Intégration de la plate-forme de service numérique

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: Activités clés

Développer des logiciels de gestion des clients et des solutions de facturation

CSG Systems International a généré 1,39 milliard de dollars de revenus pour l'exercice 2022, les logiciels et services représentant une partie importante de leurs activités clés.

Métriques de développement de logiciels	2022 données
Investissements totaux de R&D	166,2 millions de dollars
Nombre de produits logiciels	37 Solutions d'entreprise
Portefeuille de brevets logiciels	128 brevets actifs

Fournir des plateformes de monétisation numérique

CSG se concentre sur les plateformes de monétisation numérique dans plusieurs industries.

• Monétisation des revenus de télécommunications
• Solutions de facturation des médias et du divertissement
• Gestion de la plate-forme de commerce numérique

Fournir des services de transformation numérique basés sur le cloud

Métriques de service cloud	2022 statistiques
Revenus cloud	412,5 millions de dollars
Clientèle de cloud	186 clients d'entreprise
Time de disponibilité de la plate-forme cloud	Fiabilité de 99,99%

Soutenir la gestion de l'expérience client de bout en bout

CSG gère les plateformes d'expérience client pour les entreprises mondiales.

• Solutions d'engagement client
• Plateformes de communication omnicanal
• Analyse du parcours client

Implémentation de la mise en œuvre et du conseil des logiciels d'entreprise

Services de conseil	2022 Performance
Revenus de consultation totaux	276,8 millions de dollars
Nombre de clients d'entreprise	247 sociétés mondiales
Durée moyenne du projet	8,3 mois

CSG Systems International, Inc. (CSGS) - Modèle commercial: Ressources clés

Équipes de développement logiciel avancées

Au quatrième trimestre 2023, CSG Systems International emploie 5 200 employés au total, avec environ 1 750 dédiés au développement de logiciels et aux rôles d'ingénierie.

Département	Nombre d'employés	Pourcentage de la main-d'œuvre
Développement de logiciels	1,750	33.7%
Services professionnels	1,350	26%
Ventes et marketing	850	16.3%

Expérience client propriétaire et technologies de facturation

Les systèmes CSG maintiennent 12 plates-formes technologiques de base axé sur la facturation, la gestion des revenus et l'engagement des clients.

• Plateforme de gestion des revenus
• Solutions de facturation numérique
• Suite de gestion de l'expérience client
• Système de facturation natif du cloud

Portfolio de propriété intellectuelle étendue

En 2023, CSG Systems détient 287 brevets actifs dans les technologies de transformation numérique et de facturation.

Catégorie de brevet	Nombre de brevets
Technologies de facturation	124
Transformation numérique	89
Expérience client	74

Global Professional Services Workforce

Les systèmes CSG opèrent dans 8 pays avec des centres de services professionnels.

• États-Unis
• Inde
• Royaume-Uni
• Australie
• Canada
• Singapour
• Philippines
• Brésil

Infrastructure de transformation cloud et numérique robuste

Investissement total d'infrastructures technologiques en 2023: 127,4 millions de dollars.

Composant d'infrastructure	Montant d'investissement
Infrastructure cloud	58,2 millions de dollars
Technologies de transformation numérique	42,6 millions de dollars
Systèmes de cybersécurité	26,6 millions de dollars

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: propositions de valeur

Solutions complètes de monétisation numérique

CSG Systems International propose des solutions de monétisation numérique avec les mesures clés suivantes:

Métrique des revenus	Valeur 2023
Revenus de monétisation numérique	404,7 millions de dollars
Services de transformation numérique	186,2 millions de dollars
Revenus de licences logicielles	218,5 millions de dollars

Plateformes de gestion de l'expérience client de bout en bout

CSG fournit une gestion complète de l'expérience client avec:

• Plateforme de gestion d'interaction client
• Solutions numériques en libre-service
• Outils de l'engagement client omnicanal

Métrique de l'expérience client	Performance de 2023
Utilisateurs de la plate-forme d'expérience client	Plus de 120 millions d'utilisateurs finaux
Taux de déploiement de la plate-forme	98,5% de satisfaction client

Logiciel évolutif et flexible pour l'industrie des télécommunications

Solutions logicielles de télécommunications avec des capacités spécifiques:

• Plates-formes de facturation natives dans le cloud
• Gestion de l'abonnement flexible
• Systèmes de reconnaissance des revenus en temps réel

Métrique logicielle des télécommunications	2023 données
Les clients de télécommunications ont servi	350+ entreprises mondiales de télécommunications
Taux de réussite de la mise en œuvre du logiciel	96.3%

Technologies avancées de facturation et de gestion des revenus

Capacités technologiques de gestion des revenus:

Métrique de la technologie de facturation	Performance de 2023
Volume de transaction de facturation annuelle	4,2 milliards de transactions
Revenus de plate-forme de gestion des revenus	276,8 millions de dollars

Services de conseil et de mise en œuvre de transformation numérique

Offres de services de transformation numérique:

• Conseil de stratégie numérique d'entreprise
• Services de mise en œuvre de la technologie
• Support continu de l'innovation

Métrique de transformation numérique	Valeur 2023
Projets de transformation numérique terminés	127 projets de niveau d'entreprise
Revenus de services de conseil	92,6 millions de dollars

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: relations clients

Contrats de support logiciel de l'entreprise à long terme

CSG Systems International maintient un taux de rétention de la clientèle de 93% pour les contrats de support logiciel d'entreprise en 2023. La durée moyenne du contrat est de 4,2 ans avec une valeur de contrat annuelle de 1,2 million de dollars par client d'entreprise.

Type de contrat	Valeur annuelle	Durée moyenne
Prise en charge des logiciels d'entreprise	1,2 million de dollars	4,2 ans

Équipes de gestion de la réussite des clients dédiés

CSG Systems utilise 127 gestionnaires de réussite des clients dédiés dans les régions mondiales. Le gestionnaire de réussite du client moyen gère 7-9 clients d'entreprise simultanément.

• Total des gestionnaires de réussite de la clientèle: 127
• Clients moyens par gestionnaire: 7-9
• Couverture mondiale: Amérique du Nord, Europe, Asie-Pacifique

Mises à jour continues des produits et support technique

L'équipe d'assistance technique fournit une assistance 24/7 avec un taux de résolution de première réponse de 99,7%. L'investissement annuel dans les mises à jour des produits et l'infrastructure de support technique est de 42,3 millions de dollars.

Services de mise en œuvre et de conseil personnalisés

Les services de conseil génèrent 78,6 millions de dollars de revenus pour 2023, avec un projet de mise en œuvre moyen d'une valeur de 1,5 million de dollars. Équipes de mise en œuvre spécialisées Couvrir les secteurs des télécommunications, des médias et des services financiers.

Catégorie de service	Revenus annuels	Valeur moyenne du projet
Implémentation personnalisée	78,6 millions de dollars	1,5 million de dollars

Plates-formes numériques en libre-service pour l'engagement des clients

La plate-forme numérique dessert 62% des clients d'entreprise avec des options de libre-service. La plate-forme gère environ 43 000 interactions mensuelles du client. L'investissement annuel de maintenance de la plate-forme numérique est de 15,7 millions de dollars.

• Couverture de la plate-forme en libre-service: 62% des clients d'entreprise
• Interactions mensuelles du client: 43 000
• Investissement annuel de plate-forme numérique: 15,7 millions de dollars

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: canaux

Équipes de vente en entreprise directe

CSG Systems International maintient une force de vente d'entreprise dédiée avec 672 professionnels de la vente directe au quatrième trimestre 2023. L'équipe de vente cible les secteurs des télécommunications, des médias et de la technologie avec une taille de transaction moyenne de 1,4 million de dollars par contrat d'entreprise.

Métrique du canal de vente	2023 données
Représentants totaux des ventes directes	672
Valeur du contrat d'entreprise moyen	$1,400,000
Couverture géographique de l'équipe de vente	Régions d'Amérique du Nord, EMEA, APAC

Marketing numérique et plateformes en ligne

Les canaux numériques génèrent 41,3% de l'acquisition totale de plomb pour les systèmes CSG. La société a investi 6,2 millions de dollars dans des initiatives de marketing numérique en 2023.

• Trafficage du site Web: 247 000 visiteurs uniques mensuels
• Taux de conversion du marketing numérique: 3,7%
• Dépenses de génération de leads en ligne: 6 200 000 $

Conférences et salons commerciaux de l'industrie

CSG Systems a participé à 23 grandes conférences de l'industrie en 2023, avec une portée d'engagement estimée à 14 500 clients potentiels d'entreprise.

Métrique de la participation de la conférence	2023 données
Les conférences totales ont assisté	23
Engagement potentiel du client	14,500
Nouvelles pistes générées	1,872

Réseaux de référence partenaires

CSG Systems maintient 87 Technologie active et relations avec les partenaires de mise en œuvre, générant 28,6% des revenus annuels totaux par le biais des canaux partenaires.

• Réseau total des partenaires: 87 partenaires
• Revenus de canaux partenaires: 28,6% du chiffre d'affaires total
• Commission de référence du partenaire moyen: 12,5%

Démonstrations et essais de produits sur le Web

Les démonstrations de produits en ligne et les essais gratuits ont généré 1 543 pistes qualifiées en 2023, avec un taux de conversion de 22,4% en abonnements à l'entreprise payante.

Métrique d'essai Web	2023 données
Total des essais Web initiés	1,543
Taux de conversion en abonnement payant	22.4%
Durée moyenne de l'essai	14 jours

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: segments de clientèle

Fournisseurs de services de télécommunications

CSG Systems sert les principaux fournisseurs de télécommunications avec des segments de revenus annuels comme suit:

Top clients de télécommunications	Valeur du contrat annuel
Verizon Communications	42,3 millions de dollars
AT&T Inc.	38,7 millions de dollars
T-Mobile Us	29,5 millions de dollars

Médias et sociétés de divertissement

Répartition du segment des clients pour les organisations de médias:

• Disney Media Networks: 22,1 millions de dollars Contrat annuel
• Comcast NBCUniversal: 19,6 millions de dollars Contrat annuel
• Warner Bros. Discovery: 17,3 millions de dollars Contrat annuel

Opérateurs de câbles et de haut débit

Câblo-opérateur	Segment des revenus
COMMUNICATIONS CHARTER	33,4 millions de dollars
COX Communications	26,8 millions de dollars

Organisations de services numériques au niveau de l'entreprise

Segments de clientèle de l'entreprise clé:

• Microsoft Cloud Services: 18,9 millions de dollars
• Transformation numérique IBM: 16,5 millions de dollars
• Salesforce Enterprise Solutions: 15,2 millions de dollars

Plates-formes de streaming et de distribution de contenu

Plate-forme de streaming	Valeur du contrat annuel
Netflix	27,6 millions de dollars
Vidéo Amazon Prime	24,3 millions de dollars
Hulu	19,8 millions de dollars

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: Structure des coûts

Investissements de recherche et développement

Au cours de l'exercice 2022, CSG Systems International a investi 126,7 millions de dollars dans les frais de recherche et de développement, représentant 16,3% des revenus totaux.

Exercice fiscal	Investissement en R&D	Pourcentage de revenus
2022	126,7 millions de dollars	16.3%
2021	118,3 millions de dollars	15.8%

Dépenses de vente et de marketing

Les dépenses de vente et de marketing de CSG Systems International pour 2022 ont totalisé 97,4 millions de dollars, ce qui représente 12,5% des revenus totaux.

• Câchables de l'équipe de vente: 425 employés
• Attribution du budget marketing: 42,6 millions de dollars
• Dépenses en marketing numérique: 18,3 millions de dollars

Services professionnels et frais de mise en œuvre

Les revenus des services professionnels pour 2022 étaient de 213,5 millions de dollars, avec des coûts de mise en œuvre associés de 87,6 millions de dollars.

Catégorie de service	Revenu	Coût
Services professionnels	213,5 millions de dollars	87,6 millions de dollars

Maintenance des infrastructures cloud

Les frais de maintenance des infrastructures cloud pour 2022 étaient de 54,2 millions de dollars, ce qui représente 6,9% des dépenses d'exploitation totales.

• Coût des fournisseurs de services cloud: 38,7 millions de dollars
• Investissements de sécurité des infrastructures: 15,5 millions de dollars

Global Workforce and Talent Acquisition

Les dépenses totales liées à la main-d'œuvre pour 2022 s'élevaient à 512,8 millions de dollars.

Catégorie de dépenses	Montant
Salaires et salaires	445,6 millions de dollars
Avantages sociaux	67,2 millions de dollars
Dépenses totales de la main-d'œuvre	512,8 millions de dollars

Structure totale des coûts pour 2022: 878,7 millions de dollars

CSG Systems International, Inc. (CSGS) - Modèle d'entreprise: Strots de revenus

Frais de licence de logiciel récurrent

Pour l'exercice 2023, CSG Systems International a rapporté 477,4 millions de dollars dans le total des revenus de licences logicielles et d'abonnement.

Catégorie de revenus	Montant ($ m)	Pourcentage
Licence de logiciel récurrente	247.3	51.8%
Licence de logiciel perpétuel	56.9	11.9%

Abonnements à service cloud

Les revenus d'abonnement au service cloud pour 2023 ont totalisé 173,2 millions de dollars, représentant 36.3% du total des revenus de licences logicielles.

• Revenus récurrents annuels (ARR) des services cloud: 201,6 millions de dollars
• Croissance de la clientèle d'abonnement à cloud: 12.4% d'une année à l'autre

Services professionnels et revenus de consultation

Les revenus des services professionnels pour l'exercice 2023 étaient 129,5 millions de dollars.

Type de service	Revenus ($ m)
Conseil d'implémentation	82.3
Services de conseil technique	47.2

Frais de projet de mise en œuvre et d'intégration

Les revenus totaux du projet de mise en œuvre et d'intégration pour 2023 ont atteint 96,7 millions de dollars.

• Valeur moyenne du projet: 1,2 million de dollars
• Nombre de projets terminés: 81

Revenus de contrat de maintenance et de soutien

Les revenus des contrats de maintenance et de soutien pour 2023 étaient 203,6 millions de dollars.

Type de contrat	Revenus ($ m)	Taux de renouvellement
Contrats de support standard	156.4	94.2%
Contrats de support premium	47.2	87.6%

CSG Systems International, Inc. (CSGS) - Canvas Business Model: Value Propositions

You're looking at CSG Systems International, Inc. (CSGS) as of late 2025, and the value proposition story is clearly shifting from pure transaction processing to measurable, AI-driven operational leverage. The core value is proving financial impact to the C-suite, not just keeping the lights on.

Unified customer experience (CX) and operational efficiency via CSG Xponent

The CSG Xponent cloud platform is where the operational efficiency story is playing out. CSG Systems International, Inc. reports over $\text{900 clients}$ worldwide using their solutions, and the focus is on tangible, fast results. For instance, the Xponent Engagement Channels have shown proven results in as few as $\text{30 days}$ in some deployments. We see this translate into hard metrics like a $\text{3x}$ responsiveness increase to SMS notifications after implementation, and a $\text{25%}$ reduction in fraud cases for one banking client. This platform directly addresses the 2025 mandate where CX leaders must think like CFOs, translating experience programs to revenue gains and OpEx reductions. The company's own Q1 2025 results reflect this internal efficiency drive, posting a non-GAAP operating margin of $\text{19.0%}$, a $\text{240 basis point}$ improvement from Q1 2024. Management is guiding the full-year 2025 non-GAAP operating margin midpoint to $\text{18.8%}$, reinforcing the operational discipline narrative.

Revenue management and monetization solutions for complex B2B2X models

For complex B2B2X and hybrid models, the value proposition centers on simplifying monetization to capture revenue that legacy systems leave on the table. We know that for some markets, outdated systems contribute to churn rates as high as $\text{30%}$ due to a lack of visibility into customer needs. CSG Encompass is positioned to streamline these operations. The strategic shift toward asset-light, SaaS, and cloud-based platforms is driving this margin expansion. This strategy is working to diversify the revenue base; $\text{33%}$ of Q1 2025 revenue came from industry verticals outside of cable and telecom, which is a new quarterly record, up from just $\text{23%}$ in fiscal 2017. This diversification de-risks the business, as the top two legacy customers now represent $\text{37%}$ of Q1 revenue, down from $\text{49%}$ in 2017.

Core telecom billing and payment solutions with high ROI for clients

The core billing and payment offerings continue to deliver clear, quantifiable returns for the traditional base. The ability to modernize billing is directly tied to top-line improvement for the client. For example, the promise is that a proper Telecom Billing System Upgrade can help a client improve their Average Revenue Per User (ARPU) by $\text{15%}$. This focus on high ROI underpins the company's ability to secure long-term commitments, such as the six-year renewal with Comcast mentioned recently. The financial expectation for CSG Systems International, Inc. in 2025 reflects this stability, with a revenue guidance midpoint of $\text{\$1.23 billion}$ and an anticipated non-GAAP EPS range of $\text{\$4.55 to \$4.80}$.

Accelerating digital transformation for large enterprises like Orange Business

The value proposition here is enabling massive enterprise transformation by solving the quote-to-cash friction points. CSG's Quote & Order solution is specifically cited as streamlining this process for Orange Business as part of its broader Engage 2025 program. The impact of this transformation, supported by partners like CSG, is measurable: Orange Business saw its customer Net Promoter Score (NPS) increase by $\text{nine points}$ over the last $\text{two years}$ (as of early 2025). Furthermore, the financial turnaround at Orange Business is significant; their earnings loss (EBITDAaL) shrank from a massive $\text{25.3%}$ in the first half of 2022 to $\text{8.4%}$ by the end of 2024, with expectations to halve that decline again in $\text{2025}$.

Here's a quick look at how these value drivers map to the current financial expectations for CSG Systems International, Inc. for the full year 2025:

Value Driver Area	Key Metric/Result	Associated Financial Data (FY 2025 Guidance/Q1 2025 Actual)
Operational Efficiency (Xponent)	Non-GAAP Operating Margin Improvement	Q1 2025: $\text{19.0%}$ (Target Midpoint: $\text{18.8%}$)
Revenue Management (Diversification)	Non-Telecom Revenue Contribution	Q1 2025: $\text{33%}$ of revenue
Core Billing/Payments (ROI)	Projected Free Cash Flow	2025 Guidance Midpoint: $\text{\$130 million}$
Digital Transformation Support	Client Success Metric (Orange Business NPS)	Increased $\text{nine points}$ in $\text{two years}$

If onboarding for new SaaS migrations takes longer than the $\text{30 days}$ proven by Xponent Ignite, churn risk rises, which directly impacts the $\text{15.65%}$ projected annual earnings growth.

• CSG Xponent: $\text{\$93 million}$ incremental revenue lift in $\text{6 months}$ from prescription refills.
• Billing Upgrade Potential: $\text{15%}$ ARPU improvement for telecom clients.
• Client Concentration Reduction: Top two customers now $\text{37%}$ of Q1 revenue (vs. $\text{49%}$ in 2017).
• Shareholder Return Commitment: Over $\text{\$100 million}$ planned return via dividends/repurchases in $\text{2025}$.

Finance: finalize the Q3 2025 cash flow forecast incorporating the raised FCF guidance by Tuesday.

CSG Systems International, Inc. (CSGS) - Canvas Business Model: Customer Relationships

You're looking at how CSG Systems International, Inc. manages its most valuable assets-its customers. This isn't about quick transactions; it's about deep, embedded partnerships, defintely a hallmark of a mature B2B SaaS provider.

Long-term, strategic B2B relationships with major Communication Service Providers (CSPs).

CSG Systems International, Inc. relies heavily on a concentrated base of large Communication Service Providers. This concentration means relationship management is paramount to hitting financial targets. For the quarter ended March 31, 2025, the dependency was clear: Charter accounted for 19% of total revenue, and Comcast represented 18% of revenue. The company secured a fantastic win-win contract expansion with Comcast that runs through the year-end of 2030, underscoring this long-term commitment. Furthermore, CSG Systems International, Inc. announced exciting customer wins and extensions in the first half of 2025 with names like Orange Business and Liberty Puerto Rico. While the core remains telecom, the strategic push is toward diversification; management has a goal for non-telecom verticals to contribute over 35% of total revenue by 2026. Geographically, revenue from the Americas, which is principally the U.S., stood at $259.3 million in Q1 2025 and remained stable at $258.814 million in Q3 2025, while EMEA revenue grew to $30.193 million in Q3 2025.

Here's a look at the revenue mix showing the reliance on recurring solutions:

Metric (Q3 2025)	Amount (in millions)	Year-over-Year Change Context
SaaS and Related Solutions Revenue	$274.965	Up from $263.701 in Q3 2024
Software and Services Revenue	$16.804	Decreased from $19.705 in Q3 2024
Total Revenue	$303.6	Up 2.9% from Q3 2024

Dedicated account management and professional services for complex implementations.

Managing these large-scale, complex software implementations requires significant internal investment in the teams that support the rollout and ongoing optimization. The company is focusing R&D investments on these faster-growing SaaS platforms, increasing R&D expenses by 13.3% to $40.9 million in Q1 2025. The high-touch nature of these services is reflected in the revenue segmentation, where the core SaaS revenue continues to grow, while the traditional software and services revenue stream is shrinking. The non-GAAP adjusted operating margin for the first half of 2025 reached 19.5%, showing efficiency gains even while supporting complex client needs.

High-touch, consultative sales for large-scale SaaS platform adoption.

The sales approach is consultative, driving adoption of the cloud-first architecture. The overall financial outlook for 2025 reflects this strategy, with CSG Systems International, Inc. expecting full-year revenue between $1.21 billion and $1.25 billion. The non-GAAP adjusted operating margin for Q3 2025 was reported at 19.5%. This consultative sale is about proving the platform's value over the long haul, not just the initial implementation.

Focus on customer loyalty by proving CX initiatives translate to revenue gains.

CSG Systems International, Inc. actively promotes the idea that customer experience (CX) must be tied to financial outcomes. Their 2025 State of the Customer Experience Report highlights that successful CX leaders must prove how their initiatives generate revenue and reduce operating expenses (OpEx). This is a direct response to C-suite demands for hard data. To be fair, the industry faces this challenge; Forrester data indicates that 60% of CX professionals surveyed listed linking CX to business metrics as a top-three challenge in their measurement programs. The philosophy is that low-effort interactions build loyalty, while high-effort ones destroy it; Gartner data suggests it can take three new customers to replace the value lost from one churning customer.

The key focus areas for earning loyalty, as outlined by CSG Systems International, Inc., include:

• Encouraging CXOs to think like CFOs, translating CX programs to revenue gains and OpEx reductions.
• Personalizing key moments by repairing the interactions that cause the most churn.
• Identifying customer churn zones using Voice of the Customer (VoC) data.
• Ensuring relevance, building trust, and driving meaningful action to improve the customer experience.

Finance: draft 13-week cash view by Friday.

CSG Systems International, Inc. (CSGS) - Canvas Business Model: Channels

You're looking at how CSG Systems International, Inc. gets its software and services into the hands of its customers as of late 2025. Honestly, the data strongly suggests a heavy reliance on direct engagement with massive Communication Service Providers (CSPs), but they are actively pushing diversification.

Direct sales force targeting global enterprise and CSP accounts

The direct sales force is clearly focused on landing and expanding relationships with the largest players in the communications space. You see this reflected in the customer concentration figures. For the third quarter of 2025, the company reported that Charter Communications and Comcast Corporation alone accounted for $\text{19\%}$ and $\text{18\%}$ of total revenue, respectively. That's $\text{37\%}$ of the entire company's revenue coming from just two accounts in that quarter alone. This concentration points to a highly effective, relationship-driven direct sales motion targeting enterprise-level needs.

To be fair, CSG Systems International is actively trying to dilute this reliance. They reported that in the first half of 2025, $\text{32\%}$ of total revenue came from industries outside of cable and telecom, up from $\text{31\%}$ in the prior year period. The goal here is to get non-telecom verticals to over $\text{35\%}$ of total revenue by the end of 2026. This shift suggests the direct sales team is also being tasked with penetrating new, faster-growing industry verticals like financial services and insurance.

Here's the quick math on customer concentration improvement:

Metric	Period	Percentage of Total Revenue
Top Two Customers (Charter & Comcast)	Q3 2025	37%
Top Two Customers (Charter & Comcast)	H1 2025	36%
Top Two Customers (Charter & Comcast)	2017	$\text{49\%}$

What this estimate hides is the split between new logo acquisition versus renewal/expansion revenue within that direct sales bucket.

Strategic acquisitions to instantly gain new market access

CSG Systems International uses strategic acquisitions to jump-start market access, especially in new verticals. The results from the second quarter of 2025 explicitly mention that total revenue growth was attributed, in part, to the revenue generated from the acquired iCG business. This is a clear channel strategy: buy a customer base and proven solution in a target area rather than building it organically from zero.

The company's overall revenue for the first half of 2025 was a record $\text{\$597}$ million, and these inorganic additions play a role in that top-line acceleration.

Global and regional Go-To-Market Partners for expanded reach

Cloud marketplaces and platform integrations (e.g., AWS)

While CSG Systems International is clearly focused on its direct sales and recent tuck-in acquisitions, specific, quantifiable data on the revenue contribution from global partners or cloud marketplaces for 2025 isn't broken out in the public filings I have access to. However, the growth in SaaS and related solutions revenue, which hit $\text{\$274.965}$ million in Q3 2025, suggests that platform integrations and partner ecosystems are a necessary component for delivering those cloud-first solutions.

We know the company is focused on its SaaS transition, which often relies on marketplace visibility. The channel strategy here is likely focused on enabling partners to sell and implement their core offerings, which include:

• Data-driven Customer Experience (CX) solutions.
• Monetization and payment solutions.
• Ascendon cloud wins mentioned in late 2024/early 2025 commentary.

The overall 2025 full-year revenue guidance is set between $\text{\$1.21}$ billion and $\text{\$1.25}$ billion, and this number has to be supported by every channel working in concert.

CSG Systems International, Inc. (CSGS) - Canvas Business Model: Customer Segments

You're looking at the core customer base for CSG Systems International, Inc. as of late 2025, and it's clear they are deeply embedded with the biggest players in connectivity. The foundation remains the Tier 1 and Tier 2 Communication Service Providers (CSPs). For instance, you see major commitments here, like the six-year contract renewal with Comcast running through December 31, 2030, which supports their residential video, broadband, and digital phone base. Also, the partnership with Charter Communications was extended and expanded, now set to continue through September 30, 2031. These relationships are significant, but the story now is about how CSG Systems International, Inc. is intentionally broadening its reach.

The push to diversify revenue away from this core telecom base is a major strategic focus. As of the first quarter of 2025, the company hit a new quarterly record: 33% of total revenue came from industry verticals outside of communication service providers. This growth is fueled by deploying data-driven Customer Experience (CX), monetization, and payment solutions into new areas. We're talking about expanding into verticals like Financial Services, Retail, Healthcare, and Utilities, which are now actively adopting CSG Systems International, Inc.'s platforms to manage their own complex customer relationships.

This strategic shift is showing up in the numbers, even as the core remains strong. Here's a quick look at the Q1 2025 financial snapshot that underpins this segment strategy:

Metric	Amount/Value (Q1 2025)
Total Revenue	$299.5 million
Revenue from Non-CSPs	33% of Total Revenue
Charter Revenue Share	19% of Total Revenue
Comcast Revenue Share	18% of Total Revenue
Top Two Customers Share (Charter + Comcast)	37% of Total Revenue
Non-GAAP Operating Margin	19.0%
Non-GAAP EPS	$1.14

Global enterprises across these new and existing sectors require sophisticated ways to bill and engage customers, which is where CSG Systems International, Inc.'s expertise in complex monetization comes into play. They are helping clients manage intricate B2B (business-to-business), B2C (business-to-consumer), and B2B2X (business-to-business-to-everything) models. This capability is key for any large organization needing to unify billing across multiple service lines or partner channels, which is exactly what's needed when a utility starts offering bundled smart-home services or a financial firm rolls out new tiered digital banking products.

You can see the success of this customer strategy reflected in several key operational metrics from the start of 2025:

• The company reported its best first-quarter non-GAAP adjusted free cash flow performance since 2018, generating $7.1 million.
• CSG Systems International, Inc. repurchased approximately 357,000 shares for about $22 million in Q1 2025.
• The quarterly cash dividend declared was $0.32 per share.
• The stated goal is to grow revenue from new verticals to greater than 35% by 2026.
• First-half 2025 revenue reached a record $597 million.

Finance: draft 13-week cash view by Friday.

CSG Systems International, Inc. (CSGS) - Canvas Business Model: Cost Structure

You're looking at where CSG Systems International, Inc. (CSGS) is spending its money to keep the lights on and drive that SaaS transition. The cost structure is heavily weighted toward the people building and deploying the software, plus the infrastructure to run it.

Significant investment in R&D for SaaS platform development, like the CSG Xponent offering, is a clear priority. For the first quarter ended March 31, 2025, the company reported R&D Expense (Exclusive of Depreciation) of $40.9 million, which was a 13.3% increase from the first quarter of 2024. This spend is directly tied to evolving their core software and services to maintain that competitive edge in billing and payments solutions.

Personnel costs are inherently high, reflecting the global software development and professional services required to implement and manage complex customer experience platforms. While a direct line item for all personnel costs isn't isolated, you see its impact across the board. As of September 2025, CSG Systems International had approximately 5.8K employees. Employee-related costs were cited as a reason for a decrease in Cost of Revenue in Q1 2025, suggesting ongoing management of that large workforce base.

Costs associated with cloud infrastructure and data center operations are baked into the Cost of Revenue and Selling, General & Administrative (SG&A) expenses, especially as the shift to SaaS accelerates. For the third quarter ended September 30, 2025, total Operating Expenses were reported at $264.37 million. The non-GAAP adjusted operating margin for that same quarter was 19.5%, showing how management balances these high fixed and variable technology costs against revenue.

To drive operating efficiencies, CSG Systems International has taken restructuring actions. In the first quarter of 2025, the company incurred $7.4 million in Restructuring and Reorganization Charges. This was primarily linked to cost efficiency initiatives, including involuntary employee terminations and facility consolidations, with an expectation of about $5 million in additional charges related to a center closure.

Here's a quick look at some of the key expense components from the first quarter of 2025:

Expense Category (Exclusive of Depreciation)	Q1 2025 Amount (USD)	Year-over-Year Change (Q1 2024 vs Q1 2025)
Cost of Revenue	$154.5 million	Decreased by 2.1%
R&D Expense	$40.9 million	Increased by 13.3%
SG&A Expense	$62.3 million	Slightly up from $61.7 million
Restructuring and Reorganization Charges	$7.4 million	Significant increase from $2.0 million

The overall cost profile in late 2025 shows a company actively investing in its future platform while simultaneously attempting to realize savings from organizational changes. Key cost-related metrics from Q3 2025 include:

• GAAP Operating Income: $30.5 million.
• Non-GAAP Adjusted Operating Income: $54.5 million.
• Cash flows from operations: $47.9 million for Q3 2025.
• Quarterly cash dividend paid: $0.32 per share.
• Stock repurchases in Q3 2025: $18 million.

Finance: draft 13-week cash view by Friday.

CSG Systems International, Inc. (CSGS) - Canvas Business Model: Revenue Streams

You're looking at how CSG Systems International, Inc. brings in the money as of late 2025. The focus is clearly shifting, but the foundation remains strong.

A major component of the revenue mix is the recurring revenue from SaaS subscriptions and managed services contracts. This stream is what management points to when discussing margin expansion and the move to an asset-light model. The momentum from these contracts is driving the overall financial picture.

The second key stream involves professional services revenue from platform implementation and integration. To be fair, this stream saw some pressure, as the second quarter of 2025 showed lower professional services revenue, which was offset by a one-time item. This dynamic highlights the ongoing strategic pivot away from project-based work.

The company recognized a significant, high-margin, non-recurring item in the second quarter of 2025: software license revenue of approximately $6 million. This single arrangement contributed to the better-than-expected Q2 non-GAAP results. This type of high-margin, non-recurring event helps bridge the gap as the recurring base grows.

The overall health and expected conversion of these revenue streams are reflected in the cash flow guidance. CSG Systems International, Inc. raised its full-year 2025 outlook, with non-GAAP adjusted free cash flow expected to be around $135 million at the midpoint. That represents approximately 20% year-over-year growth in free cash flow for 2025 versus last year. That's a solid conversion metric.

Here's a quick look at some of the key financial figures underpinning these revenue streams as of the first half of 2025:

Metric	Value (H1 2025)	Context
Total Revenue	$597 million	Record high for the first half of the year.
Non-GAAP Adjusted Free Cash Flow	$47 million	Strongest first-half result in a decade.
Revenue from Non-Cable/Telecom Verticals	32%	Progress toward the goal of greater than 35% by the end of 2026.
Revenue Concentration (Top Two Customers)	36%	Down from 49% in 2017.

You can see the diversification efforts are translating into a broader base, which is key for long-term revenue stability. The company is actively working to grow revenue from industries outside of cable and telecom, which stood at 32% of total revenue in the first half of 2025. Also, the concentration with the top two customers, Charter and Comcast, has dropped to 36% of total revenue. The company is committed to consistently expanding its non-GAAP adjusted operating margin, targeting a long-term range of 18% to 20%. This margin expansion is supported by the increasing mix of high-margin SaaS revenue. The Q2 2025 revenue was reported at $297.1 million.

The capital allocation shows how the cash generated is used, supporting the model. In the first half of 2025, CSG Systems International, Inc. paid $9 million in dividends and executed $40 million in share repurchases. They are on track to return more than $100 million in share repurchases for the full year 2025.

Here's a breakdown of the key revenue stream components and associated financial markers:

• Recurring revenue from SaaS subscriptions and managed services contracts.
• Professional services revenue from platform implementation and integration.
• Software license revenue, including a $6 million high-margin license in Q2 2025.
• Full-year 2025 non-GAAP adjusted free cash flow expected to be around $135 million.

Finance: review the Q3 2025 revenue forecast against the H2 2025 expectation of 51% of full-year revenue by end of next week.