TM Forum’s Customer Experience Management (CEM) Program enables service providers and global enterprises to develop a complete customer management strategy which improves brand loyalty, revenue growth, and churn and cost reduction across their full range of products and services.
TM Forum has developed a set of tools and best practices including a maturity model, lifecycle model and over 450 metrics that guide members to improve customer experience and achieve their customer-oriented goals. The tools are well thought out and designed to give any service provider a common language and concrete assistance in developing their CEM programs.
In addition to the best practices, we provide opportunities for collaboration, in-depth research on CEM trends, in-person and online training, webinars, live events and more, all to help you improve customer satisfaction in your organization.
The key business drivers for Customer Experience Management can be broken down into the following three categories. Approaches from TM Forum best practices for achieving these key drivers are listed below:
- Map, measure and monitor customer journeys throughout the relationship
- Implement data-driven measurement of customer behavior
- Create personalized offers
Reduce Operating Costs
- Optimize customer-oriented processes
- Measure and increase CEM program maturity across the enterprise
- Leverage analytics for revenue and cost trends
- Break down silos to create a seamless experience (omni-channel/cross-channel)
- Personalized customer care
- Strong brand image
Forum contribution and value
Uses of TM Forum’s Customer Experience Management best practices include:
- Assessing current CEM capabilities and setting goals for improvement with our six dimension maturity model
- Evaluate maturity of strategy, organization, people, process, KPIs, and tools
- Using the CEM Lifecycle to establish a common language around customer touch points and to provide a standardized resource and approach for mapping customer journeys
- Using the 450+ CEM Metrics to enable measurement of each part of the customer lifecycle in detail
The Customer Experience Management Solution Suite consists of six components: Guidebook, Metrics, Maturity Model, Lifecycle Model, Implementation Use Cases, and ROI Model.
A disruptive new revenue-generating business model for CSPs/DSPs to exploit in the complex ecosystems of partnerships and Value Fabrics created by the Internet of Everything (IoE).
Over 450 metrics for measuring customer experience that extend across the entire customer lifecycle.
The CEM ROI Calculator is intended to enable better decision making, by accurately predicting the business benefits to a service provider of an investment in CEM.
Introduces Omni Channel concepts and the prioritized use cases of CSP’s to consider while adopting Omni Channel.
The 360 Degree View of the Customer provides an approach for understanding and capturing the experience of customers along a lifecycle for complex and multi-party digital services..
This Unified Use Case template may be used to develop a use case to be contributed to TM Forum or to provide a blueprint for work within your own organization.
A library of 45 business scenarios for service providers to improve customer experience.
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).
Defines a three layered, multi-phase model that allows service providers to define the interactions with their customers across each phase and model those based on their unique journeys.
The CEMI is an independent measure for C-level executives to understand if their overall business and customer performance is at, above, or below industry averages.
Context and personalization are ever more important factors in improving experience, and promise a rosy future. But all is not rosy just yet. While customers are adapting quickly to a broad variety of digital and physical interaction channels, they are sometimes struggling to find consistency and personalization across them.
Customers interact with service providers in a multitude of ways and across a variety of channels – many that are managed by the service provider and some that are not. This report examines some of the factors affecting CEM and emphasizes the value and importance of measuring both customer experience and the efforts underway to improve it.
It’s now widely understood that providing good customer experience isn’t only the job of those who work in customer-facing roles, but needs to be at the heart of everything a service provider does. It has to be built into products, services and processes, but having a 360-degree view of what’s really going on is extremely difficult to obtain.
Webinar On Demand
Customer centricity is a culture of putting the customer at the centre of everything you do and despite the growing complexity of channels, customer behaviour, and product and service offerings, today’s CSPs need to gain mastery of the customer experience if they are to distinguish themselves in the market place – and improve the bottom line.
Webinar On Demand
This webinar brings together five TM Forum subject matter experts to discuss and answer key questions about emerging trends and how the Forum’s activities and assets can help companies collaborate and partner to create, deliver and monetize innovative digital services.
Learn all the vital issues relating to Customer Centricity in this convenient and invaluable online training course. Discover how to gain a clearer knowledge of your customers’ behavior and intentions using data analytics, respond to customers through the channels that they choose (omnichannel), and use metrics to measure what matters to the customer as a yardstick of operational performance.
This interactive course takes a practical approach to implementing CEM, identifying where you need to start and how to scope and set up your CEM projects.