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Frameworx Process: Customer Experience Management

Category: (2) eTOM Process Type

Process Identifier: 1.3.2

Original Process Identifier:

Maturity Level: 4

Description

Perform customer lifecycle mapping , assess customer experience maturity, as well as analyze customer experience metrics.

Extended Description

Customer Experience Management defines the customer maturity matrix, analyze Key Capability Indicators, and determine customer maturity level for each dimension. It defines lifecycle states, map the customer to a lifecycle state periodically review and update the lifecycle, as well as analyzing the lifecycle state for cross-sections of customers. It also define customer experience KCIs/KQIs and map KQIs to lifecycle phase and channel. Capture KCIs/KQIs and perform analysis upon them.

Explanatory

Mandatory

Optional

Interactions

Candidate Explanatory

Candidate Mandatory

Candidate Optional

Candidate Interactions

(2) eTOM Process Type Customer Experience Management

Appears on these diagrams:

is a more detailed diagram for the

Issues

  • Business Process Framework 15.0 Addition
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:13