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Best Practices

Customer Experience Management

CUSTOMER EXPERIENCE MANAGEMENT
BEST PRACTICES AND STANDARDS

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
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BEST PRACTICES

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.
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B2B Self Service Covers the business problems of B2B self-service, the reason for its low adoption, and the requirements and best practices for building a good solution.
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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.
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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 product and service lifecycle management, see the list below and click on the names of the products or solutions to access their detailed certification reports.
TM Forum also publishes RFx templates and provides training on procurement best practices.

Benchmarking

TM Forum has an active benchmarking study underway with more than 20 service providers contributing data for 20 key metrics and responding to a qualitative survey on the maturity of their Customer Experience Management programs.

The data collection phase of this study is coming to a close and the final report is expected to be distributed in June of 2013
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