Customer Experience Management (CEM)

Harvard Business Review: The Truth about Customer Experience

Provided by LogMeIn

Category Customer Experience Management (CEM)

Type White Paper

Length 11

Publish Date January 31 2014

Date posted May 22 2015

Overview

Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But while companies do this well with individual interactions, they fail to pay attentenion to the whole experience. This Harvard Business Review white paper from LogMeIn emphasizes the importance of quality interactions pre- and post-sale, and sheds light on the big picture: the customer’s end-to-end journey.

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