TM Forum’s Customer Experience Management (CEM) Program enables service providers and global enterprises to develop a complete customer management strategy which improves brand loyalty, revenue growth, and churn and cost reduction across their full range of products and services.
TM Forum has developed a set of tools and best practices including a maturity model, lifecycle model and over 450 metrics that guide members to improve customer experience and achieve their customer-oriented goals. The tools are well thought out and designed to give any service provider a common language and concrete assistance in developing their CEM programs.
In addition to the best practices, we provide opportunities for collaboration, in-depth research on CEM trends, in-person and online training, webinars, live events and more, all to help you improve customer satisfaction in your organization.
https://www.tmforum.org/strategic-program/customer-experience-management/
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