Salesforce.com

Customer experience strategy: Meeting expectations and changing dynamics in service

Free registration required

Executive Summary

This research based Whitepaper reveals that at a strategic level, Customer Experience Strategy can have a positive impact on business performance. Organisations that have a more mature Customer Experience Strategy report between 10-20% greater impacts on revenue generation outcomes than less mature businesses. Despite this, 47% of Australian based organisations do not have what would be classified as an enterprise-wide Customer Experience Strategy in place.

  • Format: PDF
  • Size: 933.1 KB