For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	April 3, 2008 Obstacles To Customer Experience Success, Europe 2008 European Firms Need More Customer Experience Management Discipline by Tim van Tongeren with Bruce D. Temkin, Craig Menzies, Angela Beckers	Average: 10  (2 ratings)

This is an excerpt

Executive Summary

Our survey of customer experience decision-makers in Europe shows that customer experience will play a very important role in European firms' competitiveness in 2008. Few respondents, however, believe that their firms rely on a disciplined approach to customer experience management and many haven't even started a corporatewide effort. Why this disconnect? Often it's because firms lack a clear customer experience strategy. Big firms struggle the most with a lack of internal collaboration. 2008 is a great year for European firms to start drafting a path to Experience-Based Differentiation (EBD).

TABLE OF CONTENTS

• Customer Experience Plays A Key Role In Firms' Strategies
• Experience-Based Differentiation Is Still In Its Infancy In Europe

RECOMMENDATIONS

• 2008: The Year To Put Discipline In Customer Experience Management
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.