Towards customers & service oriented mobile service providers

Moving from network-oriented towards customers & service - oriented operations is a step towards improving business KPIs. Customer Experience Management (CEM) is identified as a key differentiator for Mobile Service Providers to stay competitive in the market. CEM approach is designed to focus on procedures and a methodology to satisfy the service quality needs of each end-user. In this paper, we have analyzed current state in performance/customer management segment for MSPs in Bosnia and Herzegovina. We have presented a short overview of transformation journey from network-oriented to service-oriented solution with the Service Operation Center at the heart of a MSP´s CEM strategy.