Customer Experience Management Lifecycle Metrics R15.0.1 (GB962A)

This document complements GB962 Customer Experience Management Introduction and Fundamentals. It provides a list of metrics designed to allow a standardized approach to measuring CXM for Digital Service Providers.

A framework for organizing the metrics is provided, together with a simple taxonomy, based upon the Customer Experience Lifecycle. The bulk of the document contains metric names and associated definitions, aiming to unambiguously define the metrics such that common implementations may be developed for their capture, analysis and benchmarking.

It is anticipated that the metrics included here will be amended and expanded upon as CEM techniques and methodologies evolve.

General Information

Document series: GB962A
Document version: 2.5.3
Status: TM Forum Approved
Document type: Best Practice
Team approved: 08-Jun-2015
IPR mode: RAND
TM Forum Approved: 06-Nov-2015
Date modified: 17-Dec-2015