Welcome to the new, improved TM Forum Business Intelligence Quarterly, the essential guide to business transformation for service providers.

This issue takes customer experience as its theme and gives you plenty of to think about from the use of analytics, to the latest on web self-service, expert opinion and the evolution of customer care outside the telecoms industry.

Find out if automated self-service really is a big win for customers and operators by reading the results of our web self-service survey. What were the success stories and what fared less well? What can be learned and turned into action?

Read our virtual panel discussion with leading industry figures as they thrash out the central role of customer relationship management in business transformation.

TM Forum’s Market Strategist Tony Poulos investigates this area further, looking at the evolution of customer care and the emerging role social media and social networks play. How does the communications industry response to this user-driven revolution compare to that of other sectors?

And finally, any forward-looking business always wants to improve, and our industry’s recognition that it needs to make better use of the customer data it has so much of has resulted in a great deal of activity within the Forum. We provide a debrief from two key Catalyst demonstrations held at TM Forum’s Management World 2011.  Decision analytics for operational excellence clearly shows how combining the use of data and existing analytics tools can provide real-time intelligence on which to base business decisions and improve customer satisfaction. Win: Win with data analytics shows how better use of information and tools we have already can result in greater satisfaction for customers and bigger profits for service providers.

Table of Contents

WELCOME FROM THE EDITOR

OPERATORS CAN LEARN A LOT FROM THEIR WEB SELF-SERVICE
The results of TM Forum's Busness Benchmarking Web Self-Service study drew some intriguing conclusions

EXPERTS' CORNER
Our virtual panel of experts dicusses how customers' dealings with their service providers are changing and the implications for service providers

WHEN CUSTOMER CARE MEETS SOCIAL NETWORKING
Customers are dramatically changing the way they interact witht he companies they patronize

HOW SMARTER USE OF ANALYTICS ENABLES OPERATIONAL EXCELLENCE
A Catalyst demonstration shows what a difference joined up thinking and use of tools can make

DATA ANALYTICS CAN MAKE CUSTOMERS AND SHAREHOLDERS HAPPY
Win-win with data analytics Catalyst shows how data analytics bridge the gap between better customer experience and greater profitability for service providers

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