Managing the Total Customer Experience (Best Practices Report)

Published On:
August 23, 2005
Authored By:
APQC
Members-Only 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.

Type:
Reports & White Papers
Topics:
Customer-focused Processes and Functions, Customer Satisfaction, Customer Relationship Management, Customer Loyalty

Related Resources