Do you know what your customers want?
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 customer programs. In addition to the best practices, we provide opportunities for collaboration, in-depth research on customer centricity trends, in-person and online training, webinars, live events, innovative proof-of-concept Catalyst program and more, all to help you improve customer satisfaction in your organization.
Increase Revenue
- 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
Increase Retention
- Break down silos to create a seamless experience (omni-channel/cross-channel)
- Personalized customer care
- Strong brand image
TM Forum members can join working projects and be involved shaping the future work – for more information click here.
Forum contribution and value
Uses of TM Forum’s Customer Centricity 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 Model 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
See all assets available in the Customer Centricity toolkit including Customer Experience Management ROI Calculator, OmniChannel Guidebook, Use Case Templates and more.
TM Forum members can join working projects and be involved shaping the future work – for more information click here.
