Customer Experience Management:
The Value of "Moments of Truth"
White paper by Bob Thompson
CEO, CustomerThink Corporation
Founder, CRMGuru.com
What is the "customer experience" and how can you tap into it? What is Customer Experience Management and how does it relate to Customer Relationship Management? And why are so few businesses focusing on the customer experience, let alone managing it well? In this paper, we'll discuss the customer experience from the point of view of the customer, based on CRMGuru research conducted in April 2006.
Get Answers to Key Questions:
- How does the quality of customer interactions deliver value and increase loyalty?
- What factors allow firms to provide a consistently excellent customer experience?
- Is there a linkage between CEM adoption and business performance?
- What is CEM and how does it relate to CRM?
Plus, you'll glean key learnings from several CEM success stories in the banking, retail, and high-tech industries.
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