Category: (2) eTOM Process Type
Process Identifier: 1.3.2
Original Process Identifier:
Maturity Level: 4
Perform customer lifecycle mapping , assess customer experience maturity, as well as analyze customer experience metrics.
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.
This was created from the Frameworx 16.0 Model