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

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000cam a22000004b 4500
001  MAP20090056381
003  MAP
005  20191202112025.0
008  090429s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112
24514‎$a‎The State of customer experience, 2009‎$b‎ : customer experience management enters into adolescence‎$c‎by Bruce D. Temkin... [et al.]
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Executives 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
650 1‎$0‎MAPA20080614126‎$a‎Fidelización de clientes
650 1‎$0‎MAPA20080602406‎$a‎Marketing estratégico
650 1‎$0‎MAPA20080589189‎$a‎Atención al cliente
650 1‎$0‎MAPA20090013650‎$a‎Opinión del cliente
650 1‎$0‎MAPA20080569815‎$a‎Organizaciones
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20090013667‎$a‎Adolescentes
650 1‎$0‎MAPA20080544348‎$a‎Jóvenes
7001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals