Maximizing market share, customer growth and loyalty
TM Forum’s Customer Centricity Program helps service providers and global enterprises to continuously evolve their businesses by moving beyond traditional customer experience to true one-to-one customer engagement in order to maximize market share, customer loyalty and opportunities for growth.
In today’s digital world, customers are more informed and empowered than ever. Truly engaging with customers and understanding their feelings, requirements and attitudes can make or break a business.
- Increasing profitability by using customer experience as a differentiator
- Delivering a personalised customer experience by implementing data driven customer centricity through the lifecycle
- Future-proofing for customer experience in the hyper connected and virtual world
TM Forum’s contribution
Following an enterprise-wide, customer-centric methodology, this program takes an analytics-driven approach to help you deliver the right experience every time. It brings together the best in the business to collaboratively develop the tools, standards, best practices, metrics, KPIs and thought leadership to help TM Forum members excel in the digital economy.
Key topics include:
- Data Analytics
- 360 degree view of the customer
Example deliverables from the below programs include:
- Frameworx for digital services
- Creation of Best Practices and technical how-to guides, including:
- Customer Experience Management Guidebooks, Lifecycle and Maturity models
- Metrics and Big Data models and Use Cases
- Unique content and research distributed through reports, articles and ebooks
- Collaboration projects including integration with Catalysts