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市場調查報告書

客戶經驗管理:有效的業者策略的評估

Customer Experience Management: Evaluating Effective Operator Strategies

出版商 Analysys Mason 商品編碼 302239
出版日期 內容資訊 英文 PPT and PDF (23 slides)
商品交期: 最快1-2個工作天內
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客戶經驗管理:有效的業者策略的評估 Customer Experience Management: Evaluating Effective Operator Strategies
出版日期: 2014年05月14日 內容資訊: 英文 PPT and PDF (23 slides)
簡介

客戶經驗管理(CEM)與其說是以商務為網路中心,不如說是以進一步轉換到客戶中心為目的的長期性策略。在聚焦客戶經驗的差異化上之前,需要先提供顧客滿意度與服務品質。

本報告提供全球業者的7個實例分析評價,CEM對客戶保持、忠誠度的影響分析,為您概述為以下內容。

主要的調查內容

  • CEM市場發展過程分析
  • 評價業者投資的7件案例研究
  • 產生正面商務優點的CEM倡議之詳細內容結果

調查對象企業

  • AT&T
  • Orange
  • PCCW-HKT
  • Telekom Austria

關於作者

目錄

CEM is converging with network intelligence and customer engagement, which is changing the way in which CSPs make software investments.

Customer experience management (CEM) is a long-term strategy with the aim of transforming the business to be less network-centric and more customer-centric. Customer satisfaction and service quality basics must be provided before focusing on differentiating the customer experience. A focus on the customer experience facilitates the delivery of a ‘consistent’, as opposed to a ‘casual’ experience. This Viewpoint evaluates seven use case studies from operators worldwide and analyses the intended impact of CEM on customer retention and loyalty.


This Viewpoint provides:

  • an analysis of how the CEM market is evolving
  • seven use case studies that evaluate operator investments
  • detailed results of CEM initiatives that generated positive business benefits.

COMPANY COVERAGE

The following operators are among those featured in the use case studies:

  • AT&T
  • Orange
  • PCCW-HKT
  • Telekom Austria

ABOUT THE AUTHOR

Patrick Kelly (Research Director) sets the direction for Analysys Mason's Telecoms Software research stream, which focuses on identifying the rapidly growing segments in the telecoms software market. He has produced research on real time analytics, policy management, cloud computing, LTE and mobile backhaul, IP next-generation service assurance, M2M, and customer experience management. Patrick is a frequent speaker at industry and user group conferences. He holds a BSc from the University of Vermont, and an MBA from Plymouth College.

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