Customer Experience Management: A Multi-Vendor Solution is Required to Address all CEM Needs
|出版日期||內容資訊||英文 46 Slides
|CEM(客戶經驗經營管理):為了滿足CEM所有需求的多廠商解決方案的必要性 Customer Experience Management: A Multi-Vendor Solution is Required to Address all CEM Needs|
|出版日期: 2015年01月14日||內容資訊: 英文 46 Slides||
認真致力於改善客戶經驗的CSP(Communications service provider)對各公司來說，必需利用可分析客戶的回饋，反映給內部營運系統的系統。 透過這個系統，CSP可謀求營運最佳化，改善客戶經驗。由於CEM(客戶經驗經營管理)的範圍廣泛，需要許多來自BSS及OSS系統的KPI和其他資料。
CSPs can create a CEMS, but need to integrate multiple vendor solutions to manage the customer experience.
Communications service providers (CSPs) that are serious about improving customer experience must use systems that measure customer feedback to enable them to relate this back to internal operational systems. This enables them to optimise their operations and improve customer experience. The scope of customer experience management (CEM) is extensive, therefore KPIs from many BSS and OSS systems are required as well as other data.
INFOGRAPHIC: COMPARISON OF THE SCOPE AND FUNCTIONALITY OF
A CEMS AND CUSTOMER SUPPORT APPLICATIONS
Justin van der Lande (Principal Analyst) leads the Analytics Software Strategies, Customer Experience Management Software Strategies and CSP IT Strategies research programmes, which are part of Analysys Mason's Telecoms Software research stream. He specialises in business intelligence and analytics tools, the functionality of which cuts across all of the research programmes in this area. He also provides project management for large-scale projects within our Telecoms Software research. Justin has more than 20 years' experience in the communications industry in software development, marketing and research. He has held senior positions at NCR/AT&T, Micromuse (IBM), Granite Systems (Telcordia) and at the TM Forum. Justin holds a BSc in Management Science and Computer Studies from the University of Wales.