IG1134 360 Degree View of a Customer R15.0.1

This introductory guide focuses on two main contributions. First of all it will introduce an new iteration of the customer lifecycle model. The target is to achieve more actionable insights from the model.

The second contribution is a defining overview of customer sentiment. Detailed insights from customer sentiment are defined and described. The result of this work is the customer sentiment canvas. It is a set of insights and indicators that provide a consolidated overview of all aspects of sentiment for a particular user.

This guidebook will focus on defining concepts and terminology in the area of customer experience management. Details on the technical solutions are left open for innovation by system vendors and integrators. They would implement the needed analytic functions or present the insights with a use case specific right level of content.

This is an introductory guide to a comprehensive view of customer sentiment.

General Information

Document series: IG1134
Document version: 8.0.1
Status: TM Forum Approved
Document type: Exploratory Report
Team approved: 11-Mar-2015
IPR mode: RAND
TM Forum Approved: 6-Nov-2015
Date modified: 7-Nov-2015