Executive Summary (This is a document excerpt)

With competition for funding tighter than ever, lack of budget is a major roadblock to many customer experience improvements in 2009. Customer experience professionals need to make their business cases stand out from the crowd. This means crafting a compelling argument and delivering that argument in a way that grabs the attention of decision-makers. Customer experience professionals can deliver business case presentations that wow by following five best practices: telling stories, using the element of surprise, bringing numbers to life with meaningful analogies, framing benefits as losses avoided, and encouraging audience participation.

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