The State of customer experience, 2009 : customer experience management enters into adolescence
<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
<record>
<leader>00000cam a22000004b 4500</leader>
<controlfield tag="001">MAP20090056381</controlfield>
<controlfield tag="003">MAP</controlfield>
<controlfield tag="005">20191202112025.0</controlfield>
<controlfield tag="008">090429s2009 usa|||| ||| ||eng d</controlfield>
<datafield tag="040" ind1=" " ind2=" ">
<subfield code="a">MAP</subfield>
<subfield code="b">spa</subfield>
<subfield code="d">MAP</subfield>
</datafield>
<datafield tag="084" ind1=" " ind2=" ">
<subfield code="a">922.112</subfield>
</datafield>
<datafield tag="245" ind1="1" ind2="4">
<subfield code="a">The State of customer experience, 2009</subfield>
<subfield code="b"> : customer experience management enters into adolescence</subfield>
<subfield code="c">by Bruce D. Temkin... [et al.]</subfield>
</datafield>
<datafield tag="260" ind1=" " ind2=" ">
<subfield code="a">Cambridge</subfield>
<subfield code="b">Forrester Research</subfield>
<subfield code="c">2009</subfield>
</datafield>
<datafield tag="490" ind1="1" ind2=" ">
<subfield code="a">For Customer experience professionals</subfield>
</datafield>
<datafield tag="520" ind1=" " ind2=" ">
<subfield code="a">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</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080614126</subfield>
<subfield code="a">Fidelización de clientes</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080602406</subfield>
<subfield code="a">Marketing estratégico</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080589189</subfield>
<subfield code="a">Atención al cliente</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20090013650</subfield>
<subfield code="a">Opinión del cliente</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080569815</subfield>
<subfield code="a">Organizaciones</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080593483</subfield>
<subfield code="a">Servicio al cliente</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20090013667</subfield>
<subfield code="a">Adolescentes</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080544348</subfield>
<subfield code="a">Jóvenes</subfield>
</datafield>
<datafield tag="700" ind1="1" ind2=" ">
<subfield code="0">MAPA20080180690</subfield>
<subfield code="a">Temkin, Bruce D.</subfield>
</datafield>
<datafield tag="710" ind1="2" ind2=" ">
<subfield code="0">MAPA20080436582</subfield>
<subfield code="a">Forrester</subfield>
</datafield>
<datafield tag="830" ind1=" " ind2="0">
<subfield code="0">MAPA20080528355</subfield>
<subfield code="a">For Customer experience professionals</subfield>
</datafield>
</record>
</collection>