On September 2, 2009
Customer Experience vs. Service-Product
Last week, I made the suggestion that we have overdone our reliance on customer experience as a customer intimacy tool — something that I stand by. The idea of customer experience looms large, and there is no denying its power as a theme in CRM. But if our interpretation of customer experience is off the mark, as I think it is, then what is the right approach?
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