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Techmahindra - White Paper Measure Customer Experience

Techmahindra - White Paper Measure Customer Experience

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Published by: techmahindra88 on May 27, 2011
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05/27/2011

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© Tech Mahindra Limited 2008
Align Process Metrics to Measure CustomerExperience in a Telecom Journey
Author: Siddhartha Shankar Ray
 
White Paper_Measure Customer Experience
Abstract
This paper strives to explain the significance of measuring customer experience, identifying the rightmeasures and utilizing the Business Process Framework (eTOM) in the telecom journey.The endeavour is to analyse some of the Customer Relationship Management processes in order todesign effective metrics that align with the business requirements and impact customer experience.The customer experience measures have been defined keeping in line the expectations of the customer through the order, provisioning, billing and repair journey. It is obvious that the outcome of thesemeasures impacts the revenue and profitability of the organization, expressed in terms of EBITDA,revenue growth, ARPU and average minutes of usage.This paper also briefly describes a case study on how a FMEA template has been used to unravel thedistress levels of customers, with a view to retain existing customer base and reduce churn.
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White Paper_Measure Customer Experience
Table of Contents
What is Customer Experience?.....................................................4Why Customer Experience?.........................................................4Customer Experience Measures:..................................................5Aligning CE with CRM in eTOM framework:.................................6Process Performance Metrics(PPM).............................................6Case Study : Identify distressed Customers and design of PPM10About Tech Mahindra .................................................................13References .................................................................................14Glossary .....................................................................................14
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