Innovation Drives WFO Adoption
Ask the Experts
I have heard about a new KPI called measuring the customer journey. What is it and how do I do it?
Companies have been trying to capture a holistic view of their customers’ behavior, needs, wants, preferences, etc. for years. In fact, this was a primary goal of the customer relationship management (CRM) movement in the 1990’s. Customer experience management, which followed the CRM era, was dedicated to improving customer perception, which of course assumed that a company had a means to measure it, and most did not.
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