How Strong Is Your Customer Experience?

Building Strong Customer Experiences Twelve Ways

April 1, 2004

The term CRM has become ambiguous and overloaded. When we say, “CRM,” we always have to explain what we really mean. When we write about CRM, we need a paragraph or two of context setting and background to convey the actual topic. Customer experience is a better term and a better concept. It’s more accurate and more precise. And it’s more easily understood because it’s more intuitive. Customer experience is the environment in which your customers do business with you—the context, location, delivery mechanism, processing, and content. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experiences twelve ways.


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