Measuring the Customer Experience Gets More Teeth

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In this week's SPIE, we note the third leg of the customer-centric business management stool, which involves measuring the customer experience. This report explains why an intense focus on the customer, via measurements of the customer experience, is critical to business transformation. We also highlight the latest customer experience measurement capabilities just announced by Sunrise Telecom.

Table of Contents

Measuring the Customer Experience Gets More TeethSPIE 2008 #17 - April 25/2008IntroductionIndustry Convergence is Transforming the Way Business is AccomplishedWhat Exactly is Customer Experience Management (CEM)?Why CEM is So Important; Especially for Mobile ServicesMeasuring the Customer Experience - More Real Now Than Ever BeforeStratecast - The Last WordAbout Stratecast




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