Customer Experience Management: Rx for the Top and Bottom Lines
CEOs across companies and industries have become focused in 2008 on the critical role that customer experience plays in keeping their companies competitive and driving profitability. These same CEOs are challenging their CMOs to move beyond CRM to Customer Experience Management, which takes an outside-in approach to the customer experience by providing the right touch to the right customer at the right time, every time. Looking at it from a slightly different perspective, CMOs challenged in a tough economy are asking a simple question.
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Customer Experience Management: Rx for the Top and Bottom Lines
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