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30!
Adopt practices that
enable the organization to
find broken customer
experiences, fix them, and
measure the results.!
THE CRM PERSPECTIVE/!
CUSTOMER FOCUS!
Source: Forrester – The Path to Customer Experience Maturity!
REPAIR! ELEVATE! OPTIMIZE! DIFFERENTIATE!
Adopt practices that make
good customer experience
b e h a v i o r t h e n o r m ,
adopting a consistent
framework for measuring
quality, and integrating
customer experience
thinking into the core
business process.!
Adopt practices that give
the organization a more
sophisticated toolkit for
customer experience, such
as modeling the relationship
between CX quality and
business results with
targeted employee training.!
Adopt practices that help
the organization define an
experience that is truly
unique by revealing unmet
customer needs, reframing
customer problems, and
r e t h i n k i n g t h e e n t i r e
c u s t o m e r e x p e r i e n c e
ecosystem.!
1 2 3 4
THE PATH TO CUSTOMER
EXPERIENCE MATURITY!

Publié dans : Business, Technologie
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