Customer experience (CX) is the up-and-coming alternative yardstick to measure how customers interact with a product or service. It measured how a customer react to marketing and sales effort throughout the duration of the relationship. A good customer experience indicate a satisfied customer and it is also a good sign for repeated future purchases.
Competitors understood the importance of CX as well and it fast becoming an important factor in supervising CRM. As customers are exposed to constant stimuli to attract purchases, good products plus affordable pricing may no longer be enough to guarantee revenue.
To survive a stiff competition, organizations need to tap into digitization and uncover underlying digital potential – or build one from scratch.
This e-book explains how organizations can unlock their digital potential in only 3 steps:
- Envision customers’ digital experience
- Develop data strategy
- Enlist innovation champions