A new approach...CEM defined

CEM can be seen as a general marketing philosophy, a business methodology, or consultancy practice to help manage a business in a customer-centric manner. Applying CEM helps our customers understand their end users' experience and delivers a customer-centric view of an operators entire brand offering.

touchpoint™ is Arantech's CEM software solution. It comprises of a set of software product features and services that can deliver a complete CEM solution. Currently touchpoint™ is targeted at communication service providers, including mobile operators, fixed mobile covergent suppliers, and other communications-based network providers.

Arantech have defined CEM as the ability to proactively monitor and manage the lifecycle experience of every customer in real time as they come into contact with the business and operational platforms of a communications provider. CEM can monitor the experience of an entire brand offering, monitoring customers at every point where they touch the business.

CEM can deliver value across multiple different groups within a communications service provider, and it can radically transform the way an operator manages a customer. Customer experience management systems such as touchpoint from Arantech provide rich data to hundreds of users, from executive level to customer care agents, network management engineers to marketing managers. Sophisticated dashboards and reporting capabilities provide powerful features for corporate account managers and finance executives.

Rather than just focusing on network performance, as traditional management and monitoring systems do, customer experience management systems focus on each individual customer's experience. Were they successful in trying to use more advanced services such as MMS? If not, why not?

We think you'll be really impressed at the transformation in your revenues and processes once you stop just focusing on your network and start focusing on your customers. After all they're assets too.