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Knowing the Customer Pays
TM Forum, Sep 2011, Pages: 36
TM Forum's Business Intelligence Quarterly explores the business transformation issues facing the communications and associated industries right now. Written by well-known industry analysts, the reports provide a melding of big picture trends, data from the Forum's latest Business Benchmarking studies, virtual panel discussions with leading industry figures, case studies and real life scenarios.
This issue takes customer experience as its theme and gives you plenty of to think about from the use of analytics, to the latest on web self-service, expert opinion and the evolution of customer care outside the telecoms industry.
Find out if automated self-service really is a big win for customers and operators by reading the results of our web self-service survey. What were the success stories and what fared less well? What can be learned and turned into action?
Read the virtual panel discussion with leading industry figures as they thrash out the central role of customer relationship management in business transformation.
TM Forum’s Market Strategist Tony Poulos investigates this area further, looking at the evolution of customer care and the emerging role social media and social networks play. How does the communications industry response to this user-driven revolution compare to that of other sectors?
And finally, any forward-looking business always wants to improve, and the industry’s recognition that it needs to make better use of the customer data it has so much of has resulted in a great deal of activity within the Forum. A debrief is provided from two key Catalyst demonstrations held at TM Forum’s Management World 2011. Decision analytics for operational excellence clearly shows how combining the use of data and existing analytics tools can provide real-time intelligence on which to base business decisions and improve customer satisfaction. Win-Win with data analytics shows how better use of information and tools we have already can result in greater satisfaction for customers and bigger profits for service providers.
Please note: This report is free to TM Forum members.
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