“The CX Audit: Breaking Down Customer Experience Management” – Katherine N. Lemon, Peter C. Verhoef and Jon Dome

June 6, 2018 Christian Sarkar

Managing your customer’s experience, or customer journey is one of the most complex strategic marketing challenges marketers face. Customer experience is at the heart of effective marketing. In fact, major firms like KPMG, Amazon, and Google now have chief customer experience officers, customer experience vice presidents, or customer experience managers responsible for creating and managing […]

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“Delivering Customer Outcomes versus Selling Products: The GE Digital Case” by Frank M. Grillo and Karl Hellman
“Delivering Customer Outcomes versus Selling Products: The GE Digital Case” by Frank M. Grillo and Karl Hellman

At one time, customers educated sales people about their business needs and provided information to help th...

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