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For Customer Experience Professionals

Don't Fix Customer Experience Problems, Prevent Them

November 30, 2012

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Why Read This Report

In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most companies are ill-equipped to reach that goal because they lack the skills and processes needed to manage customer experience in a disciplined way. This report helps customer experience professionals discover what it takes to perform disciplined customer experience management and provides the vision and tactical recommendations for building the requisite organizational capabilities.

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Table of Contents

  • Customer Experience Management Shouldn't Be About Fighting Fires
  • Companies Need Proactive Customer Experience Management
  • To Succeed At Proactive CEM, Change Your Perspective

  • Ease The Organization Into CEM One Phase At A Time

  • The Business World Is About To Turn Outside-In
  • Supplemental Material
  • Related Research Documents