The State of customer experience, 2009 : customer experience management enters into adolescence

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<dc:creator>Temkin, Bruce D.</dc:creator>
<dc:creator>Forrester</dc:creator>
<dc:date>2009</dc:date>
<dc:description xml:lang="es">Sumario: Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are starting to develop more disciplined approaches to customer experience management. But they have a long way to go. When we examined responses to our Experience-Based Differentiation (EBD) self-test, it was clear that many organizations are pretty low on the customer experience maturity scale. Thats why there are significant opportunities for improvement, especially when it comes to Web sites  60% of which failed our evaluations in 2008. So where is customer experience today? In its adolescence. Customer experience management will need nurturing and patience over the next few formative years</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/112027.do</dc:identifier>
<dc:language>eng</dc:language>
<dc:publisher>Forrester Research</dc:publisher>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Fidelización de clientes</dc:subject>
<dc:subject xml:lang="es">Marketing estratégico</dc:subject>
<dc:subject xml:lang="es">Atención al cliente</dc:subject>
<dc:subject xml:lang="es">Opinión del cliente</dc:subject>
<dc:subject xml:lang="es">Organizaciones</dc:subject>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Adolescentes</dc:subject>
<dc:subject xml:lang="es">Jóvenes</dc:subject>
<dc:type xml:lang="es">Books</dc:type>
<dc:title xml:lang="es">The State of customer experience, 2009 : customer experience management enters into adolescence</dc:title>
<dc:relation xml:lang="es">For Customer experience professionals</dc:relation>
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