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

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. 


Topic: Customer Experience Management
IPR mode: RAND
Maturity level: Level 4 – Forum Approved
Strategic program: CEM & Data Analytics
Release: 16.5
Project: Customer Experience Management Project
Member evaluation end date: 12/30/2016
Member evaluation start date: 12/2/2016
Status: TM Forum Approved
Approval vote date: 5/11/2017
Standard: Best Practices
Security: Member
Document type: Best Practice
Date Modified: 5/12/2017
Document version: 2.0.2