Summary
Planning and executing a customer-centric post-sale experience requires attention to not only the desired outcomes and interactions that an ideal experience comprises, but also to the data that supports those interactions and allows practitioners to measure success and continuously improve. As organizations consider the customer experience they are trying to create, they must determine whether they have the reliable, accessible, complete, and compliant data to build it. In this report, we provide a framework for establishing data needs for the post-sale customer experience and ascertaining the data’s availability and accessibility.
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