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Customer experience management framework: how to retain subscribers and improve customer loyalty

Customer experience management framework: how to retain subscribers and improve customer loyalty

Market Study
Published: April 2013
Pages: 57 slides
Research from: Analysys Mason
Sector: Information & Communications Technology

From: GBP 3124.00
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The systems to measure customer interactions must be capable of providing relevant key performance metrics, which each employee in the organisation can use to improve processes and ultimately impress the customer.

In order for a communications service provider (CSP) to assess the customer experience, each interaction with the customer must be managed, particularly where the customer evaluates, orders, uses and makes payments for the product or service. In each case, the contact points and the ability to measure the experience are core components of the service offer.

 This report provides:

  • a management framework for developing a positive customer experience
  • use case studies of operators implementing customer experience management (CEM) in their business
  • an analysis of the core competencies of vendors that provide CEM solutions
  • recommendations for CSPs that are deploying CEM solutions.

Company coverage

This report includes case studies of the following CSPs and their CEM deployments.

 

 

  • Belgacom
  • Brasil Telecom
  • EITC (du)
  • Orange Rom├ónia

 

  • Sprint (USA)
  • TDC (Denmark)
  • Telef├│nica (Argentina)
  • Telekom Malaysia

 

  • UPC cablecom (Switzerland)
  • U.S. Cellular
  • Vodacom.

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