Title :
A Method to Design CEM Metrics for Telecommunication Services Based on Customer Touchpoints Analysis
Author :
Chen Zhang ; Zhou Wen-An ; Chen Jian ; Guo Hai-sheng
Author_Institution :
Sch. of Comput. Sci., Beijing Univ. of Posts & Telecommun., Beijing, China
Abstract :
In this paper, a method to design CEM (Customer Experience Management) metrics for telecommunication services is proposed. Combining with the enhanced Telecom Operations Map, the CEMD (CEM Domain), which is a guide map to find out the touch points, is derived. The theory about touch point is introduced at the beginning, then the method to apply it to CEM for telecommunication services is given. The whole process of designing the CEM metrics for telecommunication services is given, as well as the CEM metrics, providing implement able method for CEM. The dimensions for evaluating quality of telecommunication services are also discussed.
Keywords :
customer relationship management; telecommunication services; CEM domain; CEM metric design; CEMD; customer experience management metric design; customer touchpoint analysis; telecom operation map; telecommunication service quality evaluation; Customer relationship management; Measurement; Schedules; Security; Telecommunication services; CEM; metrics; service quality; touch point;
Conference_Titel :
Computer Science & Service System (CSSS), 2012 International Conference on
Conference_Location :
Nanjing
Print_ISBN :
978-1-4673-0721-5
DOI :
10.1109/CSSS.2012.239
