Enterprise product management software provider Tribold has unveiled a new communications industry report that debates the central premise that in order to truly optimize the customer experience, there is a vital dependency on optimizing the product experience.
The report, titled “Product Experience: leveraging enterprise product management to enhance the customer experience," argues how by simplifying and explicitly managing products in a single enterprise product catalog, CSPs can deliver enormous benefits including lower costs, greater commercial and operational agility, and increased customer satisfaction.
The report explains how the product experience underpins a satisfying customer experience.
"In order to truly optimize the customer experience, there is a vital dependency on optimizing the product experience," said Catherine Michel, Tribold’s CTO and co-author of the report. “The product experience is what underpins a satisfying customer experience: The products are what drive a customer to engage with a service provider; the diversity and attractiveness of offers and services are what generate additional revenue; and the quality and consistency of the use of those products is what keeps the customer loyal."
“Successful retailers who deliver a great customer experience have to be adept at product management and at understanding the relationship between customers’ wants and needs and the products designed to fulfill them," said Teresa Cottam, Telesperience research director and report co-author. “Delivering this targeted style of customer management on a large scale is only possible when supported by an automated and scalable approach to designing and managing products."