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TM Forum Training

Training Course Descriptions

Customer Experience Management Overview

As communication service providers (CSPs) seek to increase profitability, they are realizing the close connection between customer experience and profitability, thus they are turning to initiatives in customer experience management to differentiate themselves.

The goal of this course is to introduce the concepts and principles of Customer Experience Management (CEM) and describe how TM Forum Frameworks can help with implementation of efficient CEM solutions.

Level  Introductory

Who should attend? Pre-requisites
This is an introductory course for anyone wishing to gain a high level understanding of CEM concepts and issues as they apply to the CSP business, and how TM Forum Frameworx components can help with implementation of efficient CEM solutions.

The course is broadly suitable for a wide audience.		 None

Highlights:
  • An introduction to the problem of Customer Experience Management 
  • The true meaning and value of customer experience and service quality
  • Overview of the different options for managing customer experience to improve ARPU, Churn and customer satisfaction
  • A description of the relationship between customer experience, customer loyalty and increased profitability.
  • An introduction to the application of customer experience and demand characteristics to CSP business models and support solutions (OSS/BSS) using TM Forum Frameworx, Business Metrics and Benchmarking, Service Quality Management and Business Services
Upon completion, you will be able to:
  • Understand the concepts of customer experience and their relationships with customer lifetime value, customer loyalty and increased profitability
  • Understand how different components of Frameworx can be used together in the service quality and customer value optimization processes
  • Understand the concept of service value and related management processes
  • Learn about the Metrics Framework and how different metrics can be associated with business process components related to CEM
  • Learn about OSS/BSS components integration using integration contracts and various components of TM Forum Frameworx
Agenda:
  • Overview of CEM core concepts and their relationships with customer lifetime value, customer loyalty and profitability
  • TM Forum Frameworx as a foundation of the communication service provider CEM ecosystem
  • Customer experience and service value management
  • CEM metrics
  • Customer Experience-centric application Integration
As with all official TM Forum courses, certificates of achievement will be issued.

Click here for a list of Instructors.