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

  • Standard: Best Practices
  • Maturity level: Level 4 - Forum Approved

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

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