IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

This IDC PeerScape describes practices for developing a successful customer experience initiative."A successful customer experience program goes from first customer touch to customer loyalty to customer service," says David Weldon, adjunct research analyst with IDC's IT Executive Programs (IEP). "Customer engagement is fundamental to the entire situation; early on, it is less important, but further along the journey, when you have more customer information, its importance increases."

Please Note: Extended description available upon request.