Six Principles for a Better Customer Experience

November 2006
CRM Magazine;Nov2006, Vol. 10 Issue 11, Special section p3
Trade Publication
This article explores the best practices for knowledge at the point of action (KAPA), a strategy for optimization of the customer experience. There are several sources of information relevant to the customer experience such as real-time process knowledge, product and service knowledge, and analytical insight. The importance of an up-to-date and accessible knowledge to a business is discussed, as well as useful metrics for measuring performance and goal setting in KAPA.


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