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Tribold Product Experience Report: leveraging enterprise product management to enhance the customer experience

London, UK – March 29, 2011: Tribold, the world’s leading provider of Enterprise Product Management (EPM) software specifically developed for Communication Service Providers (CSPs), has published a new communications industry report: ‘Product Experience: leveraging enterprise product management to enhance the customer experience’ – debating a central premise that in order to truly optimise the customer experience, there is a vital dependency on optimising the product experience.

This report, co-authored by Tribold’s CTO, Catherine Michel and Telesperience Research Director, Teresa Cottam, argues how by simplifying and explicitly managing products in a single enterprise product catalog, CSPs can deliver enormous benefits including lower costs, greater commercial and operational agility, and increased customer satisfaction.

This report explains how the product experience underpins a satisfying customer experience:

– products are what drive a customer to engage with a service provider
– diversity and attractiveness of offers and services are what generate additional revenue
– quality and consistency of the use of those products is what keeps the customer loyal.

Catherine Michel, Tribold’s CTO, commented: “in order to truly optimise the customer experience, there is a vital dependency on optimising the product experience. The product experience is what underpins a satisfying customer experience: the products are what drive a customer to engage with a service provider; the diversity and attractiveness of offers and services are what generate additional revenue; and the quality and consistency of the use of those products is what keeps the customer loyal.”

Telesperience Research Director, Teresa Cottam, added: “Successful retailers who deliver a great customer experience have to be adept at product management and at understanding the relationship between customers’ wants and needs and the products designed to fulfil them. Delivering this targeted style of customer management on a large scale is only possible when supported by an automated and scalable approach to designing and managing products.”

The report is available at: http://www.tribold.com/news-and-events/report

To learn more about Tribold’s solution for Enterprise Product Management visit www.tribold.com