Customer Experience Management: Using the Power of Analytics to Optimize Customer Delight

Faced with economic turmoil and increasing competition, businesses are looking to differentiate themselves in their customers' eyes through better brand awareness, and hearing the voice of their customers and understanding what drives their behavior. Aberdeen captured customer experience management (CEM) adoption trends and performance results in a direct survey of 252 organizations in September and October, 2011. This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results.

Published on: 30/04/12
Size:778.89 Kb
Author:SDL Tridion
SDL Tridion

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