Skip to main content (Press Enter).
Skip auxiliary navigation (Press Enter).
Code of Conduct
Skip main navigation (Press Enter).
TM Forum Community
Back to Library
RE: Measuring customer experience
Nov 05, 2018 01:46
Uploaded - Nov 05, 2018
Please accept the terms of the copyright associated with this attachment before downloading it. Click the link below to read the terms.
Tags and Keywords
Feb 18, 2019 05:50
Hi Mr. Brunkard,
I am looking at the GB 962, there is abbreviation I can not find in glossary ; RMA, what is it stand for ? the word is "# of RMA replacement".
Jan 30, 2019 11:23
Hello Mr. Brunkard,
Thank you already for this very elaborated document, which can make possible to understand, to identify and to be proactive on values creation relative to the customers needs!
However, I would like to know if these 07 evaluation points, can be applied during the implementation of new digital innovative solutions in sectors with their old habits: for example Insurance Doman case, where customers attractiveness continue to be done on paper (flyers), specially in Africa ?!
Thank you in advance for your return...
Nov 06, 2018 04:01
Sorry for being so blunt, but;
Implementing systems are tactical, while Customer Expereince should be Strategic.
This is evident in the guide you attached.
I would question the customer focus in step 1. It seems all internal to me.
I would stress that a deep understanding (not knowledge) of customers' jobs, tasks and activities are needed, followed by building hypothesis of their challenges and then test them with the customers' before defining business objective and goals.
I would also suggest to focus on defining and capture business capabilities needed and as a result the the impact on the business will follow.
Having step 1. the way it appears in the document, more often than not engineers customer problems.
Related Entries and Links
No Related Resource entered.
Copyright 2019 TM Forum. All rights reserved. View our and .
Powered by Higher Logic