• GB962 Customer Experience Management Solution Suite R17.0.0

    Assets include:

    RN339 Customer Experience Management Release Notes R17.0.0

    GB962 Customer Experience Management: Introduction and Fundamentals R16.5.1

    GB962A Customer Experience Management Lifecycle Metrics R15.0.1

    More

    Frameworx release: 17

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guidebook, Maturity Model, Lifecycle Model, Use Cases, ROI Model. In the CEM Solution Suite R17.0.0, the following updates were made: Updated Unified UC templat...

    Standard(s): Best Practices

  • GB962 Customer Experience Management Solution Suite R16.5.1

    Assets include:

    RN339 Customer Experience Management Release Notes R16.5.1

    GB962 Customer Experience Management: Introduction and Fundamentals R16.5.1

    GB962A Customer Experience Management Lifecycle Metrics R15.0.1

    More

    Frameworx release: 16.5

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guidebook, Maturity Model, Lifecycle Model, Use Cases, ROI Model.  In the CEM Solution Suite R16.5.1, we have made a number of updates: 5 new Use Cases have be...

    Standard(s): Best Practices

  • RN339 Customer Experience Management Release Notes R17.0.0

    Frameworx release: 17

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guidebook, Maturity Model, Lifecycle Model, Use Cases, ROI Model. In the CEM Solution Suite R17.0.0, the following updates were made: Updated Unified UC template incl...

    Standard(s): Best Practices

  • GB962D Customer Experience Management Implementation Guide Use Cases R17.0.0

    Frameworx release: 17

    Details:

    The Implementation Guide is a collection of use cases that represent business challenges and it provides an outline of a possible solution that involves the TM Forum best practices, recommendations and also models like the Business Process Framework ...

    Standard(s): Best Practices

  • GB962E Customer Experience Management ROI Calculator User Guide R17.0.0

    Frameworx release: 17

    Details:

    This document introduces and provides instructions for using the accompanying CEM ROI Calculator excel spreadsheet, GB962F v3.0.

    Standard(s): Best Practices

  • GB962F Customer Experience Management ROI Calculator R17.0.0

    Frameworx release: 17

    Details:

    Investment in CEM solutions can be very difficult to objectively justify. Uncertainty in the likely financial return often means that a leap of faith is required on the part of the service provider to make an investment. The CEM ROI Calculator is int...

    Standard(s): Best Practices

  • GB962 Customer Experience Management: Introduction and Fundamentals R16.5.1

    Frameworx release: 16.5

    Details:

    This issue of the Guidebook marks a transitional stage from managing the customer’s experience to managing the engagement with the customer (and the end user proxy). Customer experience loses no relevance or importance in this shift, rather th...

    Standard(s): Best Practices

  • RN339 Customer Experience Management Release Notes R16.5.1

    Frameworx release: 16.5

    Details:

    The Customer Experience Management Solution Suite consists of five components: Guidebook, Maturity Model, Lifecycle Model, Use Cases, ROI Model. In the CEM Solution Suite R16.5.1, we have made a number of updates: 5 new Use Cases have been added...

    Standard(s): Best Practices

  • GB962D Customer Experience Management Implementation Guide Use Cases R16.5.1

    Frameworx release: 16.5

    Details:

    The Implementation Guide is a collection of use cases that represent business challenges and it provides an outline of a possible solution that involves the TM Forum best practices, recommendations and also models like the Business Process Framework ...

    Standard(s): Best Practices

  • TMF423 Unified Use Case Template for Customer Centricity R17.0.0

    Frameworx release: 17

    Details:

    This document covers the Unified Use Case Template common to Customer Experience Management and Data Analytics. All aspects of Customer Centricity in terms of Customer Experience and Data Analytics are covered in this template.

    Standard(s): Best Practices

  • GB994 Omni Channel Guidebook R16.5.1

    Frameworx release: 16.5

    Details:

    New in this release are: Omni Channel requirements mapped to data analytics needs Updated KPIs for the Omni Channel maturity model.

    Standard(s): Best Practices

  • GB995 Guidebook on 360 Degree View of a Customer R16.5.1

    Frameworx release: 16.5

    Details:

    In this release new CEM scores have been defined to understand, monitor and proactively manage customer sentiment. Going beyond NPS and CSAT, these are innovative definitions of new ways to view the customer's experience. 

    Standard(s): Best Practices