For Customer Experience Professionals

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	March 15, 2005 The Customer Experience Value Chain An Enterprisewide Approach For Meeting Customer Needs by Bruce D. Temkin with Bob Chatham, Michelle Amato	Average: 10  (1 rating)

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Executive Summary

Forrester's evaluations confirm what companies already know — they deliver subpar experiences to customers. But it's not for lack of trying. Companies say that improving customer experience is a critical objective. Our research uncovered a pattern in the customer experience best practices that we found. Forrester calls this underlying commonality the Customer Experience Value Chain — an approach in which organizational culture supports the experience design process.

TABLE OF CONTENTS

• Customer Experience Efforts Fall Short
• Introducing The Customer Experience Value Chain

RECOMMENDATIONS

• Begin The Customer Experience Value Chain Journey
• Supplemental Material
• Related Research Documents

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