Centro de Documentacion de Fundación MAPFRE - How to deliver an outstanding customer experience : the customer experience index, 2008

MAP20090021938

How to deliver an outstanding customer experience : the customer experience index, 2008 / an introduction by William Band. — Cambridge : Forrester Research, 2009

(For Business process & applications professionals)

Sumario: Keeping customers happy directly affects the top and bottom lines. Because of this, Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 114 firms in 12 different industries. The results provide CRM professionals with insights for how improve the quality of customer contacts and become a preferred choice in their markets

1. Marketing estratégico . 2. CRM . 3. Comportamiento del consumidor . 4. Encuestas . I. Forrester . II. For Business process & applications professionals . III. Título.