GB962B Maturity Model R13.5.0

A model for customer experience maturity assessment that consists of five maturity levels across each of six customer experience dimensions (strategy, organization, people, process, KPIs, tools).


Approval vote date: 9/9/2014
ArtifactId: artf5227
Document type: Best Practice
File format: PDF, DOCX
Release: 14.5
IPR mode: RAND
Maturity level: Level 4 – Forum Approved
Security: Member
Standard: Best Practices
Status: TM Forum Approved
Document version: 1.5.1

Appears in the following Suites

GB962 Customer Experience Management Solution Suite R14.5.1

The Customer Experience Management Solution Suite consists of five components: Guidebook, Metrics, Maturity Model, Lifecycle Model, and Implementation Use Case,…