Whitepaper Lessons from the Leading Edge of Customer Experience ManagementMarketing und Werbung Customer Experience / Feedback Big Data / Predictive Analytics
SAS Institute GmbH
CUSTOMER EXPERIENCE MANAGEMENT – the collection of processes an organization uses to manage customer interactions across the enterprise – is more important than ever. The days of the single customer touch point are long gone. Today’s companies must optimize the customer experience across multiple channels and product lines while still meeting demands for real-time, increasingly customized execution.
Yet too few companies are creating effective customer experience practices. Less than half of companies view customer experience management as a strategic priority. Most are struggling to develop clear and consistent customer experience strategies, support, processes, and metrics across their organizations.
Leading-edge companies, however, are making the changes necessary for effective customer experience management throughout the enterprise and gaining a clear competitive advantage as a result of their efforts.
These are among the findings of a new Harvard Business Review Analytic Services study of more than 400 executives around customer experience management – research that features in-depth interviews with several best-practice company leaders.