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CEM/CRM as a Core Function of a Telco

 
Posts: 4 Joined: 2007-03-27
 

I need help here...
As usual...

As a department, what would the KPOs of a CRM/CEM department be?

Can you articulate, and actually measure, enhanced subscriber experiences as well customer centricity of a company?

And especially with a telco???

Tis not like the customers have that many options out there...

How do we do it?

What would be the performance measures and targets for such a department?

Please send in as varied responses/options as you can.

‹ Customer Value Measurement Customer Value: Are You Taking Competition for Granted? ›

Submitted by Sarwi on September 20, 2007 - 16:47.
Federico Cesconi (not verified)  
 
Hi, We use NPS and Lean Six

Hi,

We use NPS and Lean Six Sigma combined. We use text mining to analyze the customer feedbacks.

Have a look in my blog.

Cheers,

Federico


October 15, 2007 - 20:44

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