Surf Wiki
Save to docs
general/customer-experience

From Surf Wiki (app.surf) — the open knowledge base

Customer experience system

A customer experience system is a business and operational support system (BSS/OSS) intended to help service providers to improve customer experience.

In the past, communications service providers (wired communication, wireless, broadband cable, satellite) and other companies competed through product differentiation and price points. By 2005 products were increasingly commoditized and price differences negligible, leaving quality of customer service as the differentiator. (Peppers & Rogers 2005)

Customer experience systems are part of service providers' strategies to address this change, as products and prices become increasingly similar. These systems power the front and back office (BSS/OSS) and integrate billing, customer relationship management (CRM), ordering, self service, digital content delivery, service fulfillment and assurance, and computer network planning. (Musico 2008) Software companies that sell these applications, including customer care and billing vendors, and increasingly network equipment providers, can be considered providers of customer experience systems when their offerings are appropriately integrated.

Customer opinion

A 2006 Bain and Company report found that 80 percent of executives believed their company delivered a superior customer experience, but only eight percent of customers said they received one. (Bain 2006) {{cite web |title = Companies Earn "Bad Profits" from One-third of Customers, new Bain & Company Research Finds |publisher = Bain & Company |date = January 19, 2006 |url = http://www.bain.com/theultimatequestion/press_release_detail.asp?groupcode=6&id=24076&menu_url=press_release_detail.asp |accessdate = 2008-05-22 |archive-url = https://web.archive.org/web/20070607183311/http://www.bain.com/theultimatequestion/press_release_detail.asp?groupcode=6&id=24076&menu_url=press_release_detail.asp |archive-date = June 7, 2007 |url-status = dead }} Business Week's Jeneanne Rae says, "Building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment." (Rae 2006)

References

References

  1. (21 June 2005). "Return on Customer: Creating Maximum Value From Your Scarcest Resource". Random House Digital, Inc..
  2. Musico, Christopher. (January 16, 2008). "Amdocs Tries to Digitally Connect with Communications Providers". CRM Magazine.
  3. Rae, Jeneanne. (November 27, 2006). "The Importance of Great Customer Experiences". Business Week.
Wikipedia Source

This article was imported from Wikipedia and is available under the Creative Commons Attribution-ShareAlike 4.0 License. Content has been adapted to SurfDoc format. Original contributors can be found on the article history page.

customer-experience
Want to explore this topic further?

Ask Mako anything about Customer experience system — get instant answers, deeper analysis, and related topics.

Research with Mako

Free with your Surf account

Content sourced from Wikipedia, available under CC BY-SA 4.0.

This content may have been generated or modified by AI. CloudSurf Software LLC is not responsible for the accuracy, completeness, or reliability of AI-generated content. Always verify important information from primary sources.

Report