Archived versionGB995 Guidebook on 360 Degree View of a Customer R16.5.1
- Maturity level: Level 4 - Forum Approved
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Created By: Customer Experience Management Project
In this release new CEM scores have been defined to understand, monitor and proactively manage customer sentiment. Going beyond NPS and CSAT, these are innovative definitions of new ways to view the customer’s experience.
General Information
Document series:
GB995
Document version:
2.0.2
Status:
TM Forum Approved
Document type:
Best Practice
IPR mode:
RAND
TM Forum Approved:
11-May-2017
Date modified:
12-May-2017