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. 

General Information

Document series: GB995
Document version: 2.0.2
Status: TM Forum Approved
Document type: Best Practice
IPR mode: RAND
TM Forum Approved: 11-May-2017
Date modified: 12-May-2017