A REPORT BY HARVARD BUSINESS哈佛商业报告.pdfVIP

A REPORT BY HARVARD BUSINESS REVIEW ANALYTIC SERVICES Lessons from the Leading Edge of Customer Experience Management Sponsored by Lessons from the Leading Edge of Customer Experience Management CUSTOMER EXPERIENCE MANAGEMENT —the collection of processes an organization uses HIGHLIGHTS to manage customer interactions across the enterprise—is more important than ever. The days of the single customer touch point are long gone. Today’s companies must optimize the customer experience across multiple channels and product lines while still meeting demands for real-time, increasingly customized execution. 53% Yet too few companies are creating effective customer experience practices. Less than half believe customer experience of companies view customer experience management as a strategic priority. Most are strug- management provides a gling to develop clear and consistent customer experience strategies, support, processes, competitive advantage. and metrics across their organizations. Leading-edge companies,1 however, are making the changes necessary for effective customer experience management throughout the enterprise and gaining a clear competitive advan- tage as a result of their efforts. These are among the findings of a new Harvard Business Review Analytic Services study 45% of more than 400 executives around customer experience management—research that view customer experience features in-depth interviews with several best-practice company leaders. management as an important