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Best Practices

Customer Experience Management


TM Forum Frameworx will provide you with the operational standards, best practices and tools you need to create and sustain an optimal experience for your customers.

Core Frameworks

In their quest to build and sustain competency in Customer Experience Management, organizations around the world use TM Forum Frameworx to do the following:
  • Re-engineer their processes to reduce time to streamline customer service
  • Develop a consistent information model for defining customer attributes
  • Seamlessly integrate multiple systems to optimize customer service
  • Rationalize their CRM portfolio to facilitate a holistic view of customer
  • Create an executive scorecard to gain visibility into business results

What is in TM Forum's
Customer Experience Management Solution Suite?


Customer Experience Solution Suite Provides a comprehensive approach that includes the first-ever Customer Experience Metrics (CxM), a practical methodology for assessing CEM Maturity via Key Capability Indicators (KCIs), and introduces a balanced, inside-out and outside-in, perspective for Customer Experience Life Cycle (CxLC) modeling.

Omni Channel Guidebook introduces the key imperatives for omni channel implementation as well as a definition of the operational functions needed to successfully create an omni channel experience for customers. In addition, the guidebook has over 30 requirements and mini-use cases defined in order to create a way to evaluate priorities for omni channel projects.
Customer Experience Management Index (CEMI) The CEMI is an independent measure for C-level executives to understand if their overall business performance is at above or below the industry average.

Frameworx Conformance
Certified Products and Solutions

TM Forum assesses commercial software products and solutions and verifies their level of conformance to the standards found in Frameworx. If you are a supplier, click here to learn more about how the program works.

If you are a service provider who wants to procure commercial off the shelf software to help with customer experience management, see the list below and click on the names of the products or solutions to access their detailed certification reports.

Subscriber Intelligence Strategies: Global Service Provider Survey

Special opportunity - TM Forum members save 20%!

This 17-page subscriber intelligence survey, conducted by Infonetics and TM Forum analyzes the trends and assesses the needs of mobile, convergent and cable operators in EMEA, Asia Pacific and North America who are current using or plan to deploy subscriber intelligence solutions by 2014. This survey provides valuable insights that will help you:
  • Understand the changing trends and drivers of the market
  • Analyze the technology preferences of service providers
  • Understand how service providers are using subscriber intelligence solutions
  • Position your company and products with the criteria service providers use to select vendors
  • Refine marketing messages and prioritize product development
  • Make informed decisions based on real data
Click here to learn more about the survey and how to obtain your copy.

Interested in purchasing this report at a special TM Forum members-only discount? Please email sales@infonetics.com and mention that you are a TM Forum Member.
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