Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
GET RECOGNIZED
Let an ISACA® certification elevate your career.
Register today and save
You are here: Home / DST Press Releases / TM Forum's CEM InFocus 2013
DDoS Protection Powered By Verisign
TM Forum Shifts Customer Experience Mindset
TM Forum Shifts Customer Experience Mindset
News as reported by the company Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
DECEMBER
02
2013


CEM InFocus 2013, Kuala Lumpur, Malaysia: As a slew of over-the-top services threaten the bottom line of traditional service providers, they are turning to customer data analysis and customer experience management (CEM) initiatives to better understand what their customers want, how happy they are, and how to avoid churn. In fact, according to a survey by TM Forum, 70 percent of service provider attendees at a recent customer engagement workshop in San Jose, Calif., said that creating a customer engagement strategy is “critical or very important” to sustaining engaged customers and re-engaging profitable disengaged customers.

Today, many existing customer experience management programs only take a snap shot of one customer interaction over a short period of time, and don’t fully uncover the customer’s needs. As a result, at its CEM InFocus 2013 event in Kuala Lumpur, Malaysia, TM Forum is helping businesses move away from measuring individual aspects of an experience to measuring the sum of each customer’s interaction, or engagement level, over a longer period of time.

From demonstrating the benefits of a customer engagement strategy and the ROI of customer centricity, to driving engagement in the digital environment, to a CXO roundtable on innovating the customer experience for the digital era, CEM InFocus 2013’s thought-provoking keynotes, panels and sessions are covering all the angles of one of the industry’s hottest topics.

“Many service providers have a departmental approach to customer experience and take bits of data, break them down into the smallest chunks and get poor results,” said Steve Cotton, director of business assurance programs, TM Forum, who is speaking at the event. “Businesses need to shift their thinking and sample data to understand each customer touch point and experience over time. It’s really about paying attention to the customer journey, and shifting the business focus from short-term business activity like cost reduction, churn reduction and revenue growth, to the longer view of customer engagement.”

The event is just one way that TM Forum is helping service providers continuously grow their business by moving beyond traditional customer experience, and exploring how to enable one-to-one customer engagement to maximize market share, customer loyalty and growth opportunities. In addition to a new Customer Engagement Program, TM Forum’s Frameworx 13.5, the latest version of TM Forum’s suite of best practices and standards, includes many features focused on customer engagement:

* 250 new Customer Experience Management Metrics
* An enhanced Customer Experience Management Maturity Model to improve usability (An enhanced Customer Experience Lifecycle provides common language, definitions and mappings to Frameworx for all stages of a customer’s journey (continued...)

1  |  2  |  Next Page >

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN DST PRESS RELEASES
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Dairy Queen Latest Retailer To Report Hack
Known for its hot fries and soft-serve ice cream, Dairy Queen just made cyber history as the latest victim of a hack attack. The fast food chain said that customer data at some stores may be at risk.
 
Lessons from the JPMorgan Chase Cyberattack
JPMorgan Chase is investigating a likely cyberattack. The banking giant is cooperating with law enforcement, including the FBI, to understand what data hackers may have obtained.
 
Who Is the Hacker Group Lizard Squad?
Are they dangerous or just obnoxious? That’s what many are wondering about the hacker group Lizard Squad, which tweeted out a bomb threat that grounded a flight with a Sony exec aboard.
 

Enterprise Hardware Spotlight
Intel Intros Lightning-Fast PC Processors
Call it extreme. Intel just took the covers off its first-ever eight-core desktop processor, which is aimed at hardcore power users who expect more than the status quo from their computers.
 
HP Previews ProLiant Gen9 Data Center Servers
Because traditional data center and server architectures are “constraints” on businesses, HP is releasing new servers aimed at faster, simpler and more cost-effective delivery of computing services.
 
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 

Mobile Technology Spotlight
Samsung Maps Its Way with Nokia's 'Here' App for Galaxy Phones
Korean electronics giant Samsung has opted to license Here, Nokia’s mapping app -- formerly known as Nokia Maps -- for its Tizen-powered smart devices and Samsung Gear S wearable.
 
Will iPhone Finally Catch Up with NFC Mobile Payment Ability?
Apple's latest version of the iPhone may have a mobile wallet to pay for purchases with a tap of the phone. The iPhone 6 reportedly is equipped with near-field communication (NFC) technology.
 
Visual Search To Shop: Gimmick or Game Changing?
Imagine using your phone to snap a photo of the cool pair of sunglasses your friend is wearing and instantly receiving a slew of information about the shades along with a link to order them.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.