2015 | OriginalPaper | Buchkapitel
Linking CX Practices to Profitability
verfasst von : Philipp Klaus
Erschienen in: Measuring Customer Experience
Verlag: Palgrave Macmillan UK
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Researchers, managers, and consultants alike champion the notion that optimizing the customer experience is the key strategy for generating enhanced sales revenues, market share, and profitability. However, until now, there was no typology to assist us in the task of putting this notion to the test and establishing which strategies are the most profitable ones.