Ericsson has published a whitepaper titled ‘Experience Driven CRM: A three-dimensional view of the customer.’ The whitepaper urges operators to take a new approach to customer relationship management (CRM), whereby all customer interactions are performed in the context of the customer’s end-to-end experience. To adopt this approach, Operators must maximise the use of all the customer-experience data within their network OSS, BSS and CRM domains in order to form a three-dimensional view of the customer. This approach will enable operators to ensure positive market differentiation and increase efficiency within their customer operations.

To download the whitepaper, click here