Archived versionGB962B Customer Experience Management Maturity Model R13.5.0
- Maturity level: Level 4 - Forum Approved
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Created By: Customer Experience Management Project
As organizations embark on the implementation of Customer Experience Management, a scale of measurement is needed to act as a compass to guide their way. No improvement is possible unless organizations can first assess their current level of adherence. Once a method of understanding maturity is in place a path of continuous improvement can be set.
This addendum is the baseline for the Customer Experience Maturity Model, enumerating the 5-levels of maturity and 6 Dimensions of Customer Experience.
General Information
Document series:
GB962B
Document version:
1.5.1
Status:
TM Forum Approved
Document type:
Best Practice
Team approved:
09-Dec-2013
IPR mode:
RAND
TM Forum Approved:
25-Aug-2014
Date modified:
25-Nov-2014