Telco Customer Experience Management (CEM) is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various channels such as company websites, customer care centers/branches, the web, and mobile and social media. CEM, as a concept, is gaining widespread adoption since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities.
http://www.satprnews.com/2018/01/30/service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-provider-type-global-advancements-worldwide-forecasts-analysis-2014-2019/
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