GB962 Customer Experience Management Solution Suite R16.0.1
- Maturity level: Level 3 - Team Approved
-
Created By: Customer Experience Management Project
The Customer Experience Management Solution Suite consists of five components: Guide book, Maturity Model, Lifecycle Model, Use Cases, ROI Model.
 In the CEM Solution Suite R16.0.1, we have made a number of updates:
- 11 new Use Cases have been added
- The nomenclature of the use cases has been refined
- A Business Value Roadmap has been developed to include CEM Processes and a looped view of perpetual improvement.Â
RN339 Customer Experience Management Release Notes R16.01 provide the overview content of the CEM Solution Suite and will identify the specific changes introduced in this current release.
Resources Included
| Resource Name | Document version | Team Approved Date | Document type | Download |
|---|---|---|---|---|
 |
Reference | |||
|
GB962 Customer Experience Management: Introduction and Fundamentals R16.0.1 |
3.0.2 | Best Practice | ||
|
Customer Experience Management Lifecycle Metrics R15.0.1 (GB962A) |
2.5.3 | 08-Jun-2015 | Best Practice | |
|
GB962B Customer Experience Management Maturity Model R13.5.0 |
1.5.1 | 09-Dec-2013 | Best Practice | |
|
Customer Experience Management Lifecycle Model v1.5.1 (GB962C) |
1.5.1 | 09-Dec-2013 | Best Practice | |
|
GB962D Customer Experience Management Implementation Guide Use Cases R16.0.1 |
14.0.2 | Best Practice | ||
|
GB962E Customer Experience Management ROI Calculator User Guide R15.5.1 |
2.0.2 | 07-Dec-2015 | Best Practice | |
|
GB962F Customer Experience Management ROI Calculator R15.5.1 |
2.0.2 | 07-Dec-2015 | Best Practice |