GB962 Customer Experience Management Solution Suite R15.0.1
- Maturity level: Level 4 - Forum Approved
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Created By: Customer Experience Management Project
The Customer Experience Management Solution Suite consists of six components: Guidebook, Metrics, Maturity Model, Lifecycle Model, Implementation Use Cases, and ROI Model which is a new addition in this version.
In the CEM Solution Suite R15.0.1, we have made a number of updates:
• 7 new Implementation Use Case have been added
• 41 new metrics, mainly related to fixed-line services, and the associated needs of enterprise customers. In addition, a number of minor changes and deletions have been made to correct typo errors, and improve clarity and consistency. There are now 577 metrics in the document.
• New CEM ROI Calculator is intended to enable better and more objective decisions, by accurately predicting the business benefits to a service provider of an investment in CEM. The initial version consists of calculations for 2 business drivers to get feedback on the approach.
Resources Included
| Resource Name | Document version | Team Approved Date | Document type | Download |
|---|---|---|---|---|
 Customer Experience Management Lifecycle Metrics R15.0.1 (GB962A) |
2.5.3 | 08-Jun-2015 | Best Practice | |
|
GB962B Customer Experience Management Maturity Model R13.5.0 |
1.5.1 | 09-Dec-2013 | Best Practice | |
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Customer Experience Management Lifecycle Model v1.5.1 (GB962C) |
1.5.1 | 09-Dec-2013 | Best Practice | |
|
GB962 Customer Experience Management - Introduction and Fundamentals R14.5.1 |
Standard | |||
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GB962D Customer Experience Management Implementation Guide Use Cases R15.0.1 |
08-Jun-2015 | Best Practice | ||
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GB962E Customer Experience Management ROI Calculator User Guide R15.0.1 |
08-Jun-2015 | Best Practice | ||
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GB962F Customer Experience Management ROI Calculator R15.0.1 |
08-Jun-2015 | Best Practice | ||
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Reference |