Winning customers from established competitors in an increasingly crowded market is not easy. While ensuring an outstanding customer experience helps reinforce your brand and enables you to retain customers you’ve already won (as well as help win new ones), meaningful service differentiation and the construction of a compelling value proposition for your potential customers is critical to building profitable market share.

Knowing your customers and their requirements comes first. TM Forum is developing an Integrated Customer-centric Management  (ICcM) program. The work will define ways to capture and use customer behavior data to grow satisfaction and loyalty, while simultaneously lowering costs.

Click here to learn more about Integrated Customer-centric Management (ICcM)

Billing is about much more than simply bringing in the revenue. It is a valuable means of communicating with your customers and differentiating your brand and your services.

Click here to learn more about TM Forum’s Global Billing Association (GBA)

One way of differentiating your services is around service quality, not just raw network marks and measures like dropped packets or jitter, but around downtime, responsiveness and customer service - the full user experience in other words.
An important way to  underpin superior service quality is through carefully engineered service level agreements (SLAs). Effective SLA management, such as promoted by the TM Forum, exposes the full ripple effect of obligations, not just between the service provider and its customers, but also the quality obligations expected from internal departments and even third parties involved in the customer relationship.

Click here to learn more about TM Forum’s SLA activities (SLA)

Making sure your product and service differentiation is real and effective is vitally important. By utilizing the TM Forum’s Business Transformation Benchmarking Program you can gain added insight into your performance against industry norms and work out where within your business you should  focus attention to  bring the most benefit.

Click here to learn more about TM Forum’s Business Transformation Benchmarking Program (benchmarking)