The Benefits of Your Customer's Lovely Experience - Customer Relationship Management

In a study released September 2008 by The Aberdeen Group, it was found that for companies that used best-in-class customer experience methodologies and programs, there was a 90 percent year over year increase in retention and a 68 percent year over year increase in customer profitability. What Aberdeen Group found was a series of common characteristics that drove those successes. These are reflected in Table.
Table: Best-in-Class Customer Experience Practices
Best-in-Class Customer Experience Practices

In other words, constantly taking the pulse of the customer and then capturing the pulse rate are best-in-class practices that have material benefits for the companies that utilize these practices. What does that entail, you might ask? Let’s begin with why customer experience mapping is important, if you don’t mind.


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Customer Relationship Management Topics