Best Practice Report

Prioritizing Customer Experience Improvements: Operationalizing the Scorecard

Lisa Nakano
Jan 01, 2018

Summary

Many B2B organizations focus their customer experience improvement opportunities on a few limited and often subjective variables. Our customer experience scorecard provides criteria in four categories with which to assess improvement opportunities. Customer experience leaders should customize the scorecard by adjusting pick lists and weightings, then score each opportunity to determine which to focus on.

Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).