GB962 Customer Experience Management Solution Suite R15.0.1

The Customer Experience Management Solution Suite consists of six components: Guidebook, Metrics, Maturity Model, Lifecycle Model, Implementation Use Cases, and ROI Model which is a new addition in this version.

In the CEM Solution Suite R15.0.1, we have made a number of updates:
• 7 new Implementation Use Case have been added
• 41 new metrics, mainly related to fixed-line services, and the associated needs of enterprise customers. In addition, a number of minor changes and deletions have been made to correct typo errors, and improve clarity and consistency. There are now 577 metrics in the document.
• New CEM ROI Calculator is intended to enable better and more objective decisions, by accurately predicting the business benefits to a service provider of an investment in CEM. The initial version consists of calculations for 2 business drivers to get feedback on the approach.