Managing the Total Customer Experience (Best Practices Report)



  • Type:
  • Published:
  • August 23, 2005
  • Author:
  • APQC
  • Pages:
  • 117
  • ISBN:
  • 1-932546-57-X
  • Price:
  • (Electronic Version)
  • Your Price: $295.00
  • Member: FREE
Classic Content

Examine how successful organizations make the business case for shifting to a customer-centric approach in Managing the Total Customer Experience. Discover the support mechanisms, technology, and measurement processes used to ensure a consistent, positive customer experience. Find out how best-practice organizations build and maintain a first-rate customer experience program that ensures customer loyalty and drives profitability.

Included are in-depth case studies of Air Products and Chemicals, Caterpillar Financial, Cisco Systems, Harrah's Entertainment, and Lands' End.

Comments (1)

Amazing and comprehensive

Amazing and comprehensive work , Harrah is true leader in CEM and with proven Analytics . I wonder someother suitable names can be like Mcdonalds which ensure same CE again and again over the world. A similar story can be developed for product based CEM like Apple.

Saurabh Shukla

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