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

fYear

2012

fDate

11-13 Aug. 2012

Firstpage

942

Lastpage

946

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Computer Science & Service System (CSSS), 2012 International Conference on

Conference_Location

Nanjing

Print_ISBN

978-1-4673-0721-5

Type

conf

DOI

10.1109/CSSS.2012.239

Filename

6394477