Customer Centricity Projects
TM Forum is leading the digital industry on customer centricity and delivering business value from data analytics through a range of best practices, thought-leading collaboration activities and research, in addition to services such as training and coaching to get you started.
Driving these best practices are the Customer Centricity collaboration projects, which include the Customer Experience Management, Data Analytics and Metrics Projects. All of them take an analytics approach to finding pragmatic solutions to common challenges.
The project teams are currently working on:
- ROI approach and calculator for CEM projects in service providers
- 360 degree view of the customer in the digital ecosystem
- New implementation use cases for CEM scenarios
- Data analytics use cases & metrics for CEM, partnering, industry verticals, virtualization, and more
Ongoing Collaboration Work
The ongoing work is divided into a number of collaborative project areas and workstreams:
TM Forum’s Customer Experience Management Project is where TM Forum members collaboratively develop our best practices, tools and blueprints that enable service providers to define their customer management strategy, improve brand loyalty, grow revenue, increase retention rates and reduce costs across their full range of services. We have tools to map and measure the experience both from the provider’s as well as the customer’s point of view. In an increasingly digitized and connected world, customer experience is complex and needs to be viewed from multiple perspectives across the value fabric.
TM Forum’s Data Analytics Project is where TM Forum members collaboratively develop our best practices and blueprints that enable service providers and consumers of digital services to monetize and get business value from pragmatic data analytics solutions, including resultant improvements in customer satisfaction, net promoter scores and profitability.
We are embarking on our next generation of ideas to enhance adoption of state-of-the-art Data Analytics solutions.
The purpose of this project is to centralize the TM Forum’s activities around metrics into one integrated program. The work done in this project will provide a strong mechanism for the standardization of the overall metrics lifecycle process used by other groups across TM Forum. With the assistance of guidelines and tools created in this metrics team, metrics development is quicker and more consistent to make them easier to use by our members.
Standardizing metrics creates a common language for users, customers, suppliers and partners. These metrics will also facilitate rapid creation of digital services contracts by providing a library of things that can be measured and easily agreed upon because they are standard.
In addition, the metrics in the Business Metrics Framework will continue to be managed by this team.
Key areas of focus are:
- Metrics standardization
- Metrics User Interface Requirements
- New Metrics Definitions
- Business Metrics Framework
To discuss or learn more contact Robert Walker at [email protected]