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Customer Experience in the Connected World
TM Forum, Sep 2011, Pages: 56
TM Forum Insights research reports provide up-to-date intelligence, analysis and advice on the important issues facing the communications and associated industries. Researched and written by leading analysts and industry experts, these reports take an in depth look at the key trends, predictions, opportunities and challenges in our midst.
Bain & Company research recently revealed that a 5-percent improvement in customer retention can yield as much as a 75-percent increase in profits for companies across a wide range of industries. TM Forum's own research indicates that service providers in the communications industry are now truly realizing the connection between customer experience and profitability.
This report goes back to basics and asks, what are the fundamentals of customer experience in the communications industry today? Inside you'll find all the relevant issues and priorities developing in organizations striving to become more customer-focused and profitable as we explore every touch point of the customer lifecycle as an opportunity to impress.
Also in this report:
- Understanding the value of customer experience - read about a company achieving extraordinary business results—despite global recession—through mastery of virtually all aspects of customer experience.
- Things you can do right now - find out about six key areas in which service providers can differentiate themselves through customer experience.
- How will customer experience evolve? Get to grips with two important capabilities taking an increasingly vital role in the connected world: policy management and multi-channel self-service, as well as other emerging businesses like machine to machine.
- View from the top – 20 leading executives from the communication industry share their thoughts. Senior management seem to be embracing the idea of a holistic approach to customer experience, and most expect to deliver on the promise of the new services and business models increasingly discussed in the industry today.
Plus 13 things you need to know to innovate your customer experience initiatives: strategy, self service, data and tools, working with partners and much more…
Please note: This report is free to TM Forum members.
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