Customer Experience Management (CEM)

Customer Experience Management is not a single function. It requires executive commitment to deploy a company-wide customer oriented focus across all functional areas. Companies should not only be concerned with Service products, but with customer needs and customer experiences.

Up until now, Customer Experience Management systems lacked the fast on-line feedback for businesses to respond quickly and assist customers when service experiences or management interactions go wrong. Preventing any bad experiences helps keep Customers loyal and become advocates to attract new Customers, especially in the social network culture today.

Key Tasks include:

• Keep abreast of customer expectations and demands for more and better services
• Monitor critical customer "touch points" with on-line responses
• Monitor ALL customer "touch points" across the entire company
• Eliminate bad customer experiences
• Develop company-wide alignment and marketing campaigns
• Invest in tools to establish and maintain the Customer Experience focus.

Network operational data has broadened its appeal into the Customer Experience Management and Marketing areas. To respond fast to potential bad Customer experiences and attract new Customers, you need access to network data, real time! Accessing customer data on-line provides instant feedback from service performance, marketing initiatives and detecting changing traffic trends, especially in roaming services. Now, combine this with Customer demographics, service package and account payment data, you can indentify the potential revenue threats through Customer churn and create new service package offerings to meet their needs.

Our products and solutions allow you to leverage your Network data in order to achieve this challenge. Nexus Telecom systems provide on-line network services and customer experience information for immediate feedback for Customer service complaints and react to Service performance alarms. With customer profile and network inventory data enrichment, the result is an on-line Customer Experience Management system flexible enough to react quickly to changing customer needs and eliminate potential revenue threats.

Nexus Telecom systems provide new insights into Customer Experience and Service performance. These insights, combined with Customer demographics and network configuration information, help encourage the Customer focus within your Operations and lift customer service expectations, which are both essential to enhance your positive Network Operator image in today's social networking culture.