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For Customer Experience Professionals

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January 9, 2007

Customer Experience Management

Leveraging Feedback to Understand and Affect the Customer Experience

by Zachary McGeary

with David Daniels

This is an excerpt

Executive Summary

Feedback management will become a widely adopted part of customer experience management tool sets. However, the immature market faces numerous organizational challenges. Unless addressed, these obstacles will inhibit companies' ability to fully leverage their investments.

TABLE OF CONTENTS

itemExecutive Summary

itemOrganizations Focus on Satisfaction at Expense of Other Tactical Feedback

itemIncreased Spending in Absence of Appropriate Processes Will Exacerbate Already-Cluttered Measurement Initiatives

itemAppoint Internal Champion to Coordinate Measurement Across Business Units

itemCase Studies

itemReport Methodology

This is an excerpt

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RESEARCH CATEGORIES

Technology

Customer Experience, Customer Experience Management, Packaged Applications, Customer Relationship Management

Geography

Asia Pacific, Europe, North America