2015 | OriginalPaper | Buchkapitel
The Devil Is in the Details – Only What Get Measured Gets Managed
verfasst von : Philipp Klaus
Erschienen in: Measuring Customer Experience
Verlag: Palgrave Macmillan UK
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Management guru Peter Drucker once said, “[only] what gets measured, gets managed.” As we could clearly document, this applies in particular to the challenges firms face in measuring their customers’ experience and its impact on the firm’s performance. Even Vanguards see the measurement of CX as a, if not the, key challenge for their CX strategy’s success.