Five Best Practices to Managing Customer Experiences

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Five Best Practices to Managing Customer Experiences
(6/29/2007) CRM Project Volume 7
By Don Peppers, Peppers & Rogers Group
Martha Rogers, Peppers & Rogers Group

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These five best practices in customer experience management assist companies to transition from strategy to execution.

Before the Internet, the bulk of customer-initiated interactions happened only in person or over the phone. But the game has changed, and it�s now mandatory for companies to invest in Web self-service to cost-efficiently field and satisfy inbound customer inquiries. Web self-service not only reduces the cost to serve customer efficiency, it also strengthens the customer experience (effectiveness).

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