Category: (2) TAM Application Type
Application Identifier: 5.5.6
Maturity Level: 4
Customer Satisfaction Validation applications
provides functionality to validate that predicted/expected value is
delivered by the product/ and that the after-sales processes (billing and
assurance) are initialized. It validates that the customer is capable of
realizing maximum value from the operation or use of the solution and that
intense Provider involvement is no longer needed to manage the product/service.
This function ensures that the customer is satisfied and that the product/ that
was actually delivered meets original or updated expectations and agreements and
that the product/ is operable by the customer.
Additionally, these applications monitor
customer behavior and/or capture customer input beyond sale related interaction
in an effort to identify indictors that can suggest imminent churn are
dissatisfaction
Measurements can be collected via various tools such as Net Promoter Score (NPS) and made available for action by various service provider groups and supervisory staff.
This was created from the Frameworx 16.0 Model