TM Forum has revealed the findings of its latest research into the role of customer experience in communications service providers’ operations. The research concludes that while CSPs remain challenged by inflexible legacy systems, a raft of data management issues, and recession-driven budget constraints, there is good news ahead.
The latest TM Forum Insights report is called “Customer Experience Management: Driving Loyalty & Profitability.” It discusses why service providers must view improvements in customer experience as a profitable business strategy. The report, which includes key findings and analysis from more than 20 leading communications service providers, explains how operators can benefit from a more holistic approach, focused on improving data management, solving customer experience issues across organizations, and increasing agility around customer responsiveness.
In addition to service provider input, the report delves into key market forces such as:
- market maturity
- customer behavior and preferences
- economic trends
- emerging technologies.
The report examines how pursuing an experience-led strategy and different approach has, for example, catapulted Apple Inc. to its most successful fiscal quarter, despite the global economic downturn. It highlights the role of customer experience management in increasing customer lifetime value, and ultimately increasing profitability.
