Cover Image
市場調查報告書

IDC MaturityScape:客戶經驗

IDC MaturityScape: Customer Experience

出版商 IDC 商品編碼 323117
出版日期 內容資訊 英文 12 Pages
訂單完成後即時交付
價格
Back to Top
IDC MaturityScape:客戶經驗 IDC MaturityScape: Customer Experience
出版日期: 2014年12月31日 內容資訊: 英文 12 Pages
簡介

本報告提供各企業的客戶經驗的理想狀態考察,不過需要了解,即使與「客戶」無關係,由於公司內部的所有工作崗位各種「經驗」(體驗)有關係,建立恰當的「客戶經驗」的理想狀態,也影響跟員工、聯盟處、供應商的「經驗」建立。

本報告提供各企業為了有效構築客戶經驗策略,及總括性且系統性的客戶經驗的工作流程的完成能力的諸階段和重要指標、成果、企業需要的行動等相關分析、沿著5階段的成熟化模式,各企業構築客戶經驗導向的企業文化,試圖最大化收益的架構和指南考察。

IDC的見解

調查概要

  • 調查手法

概況

  • 「客戶經驗」是什麼?
  • 客戶經驗的成熟化模式的各階段
    • 臨時的階段
    • 機會主義性的階段
    • 反復性的階段
    • 受管理的階段
    • 最佳化的階段
  • 客戶經驗的成熟化模式的各種觀點

未來展望

IDC的建議

參考資料

  • 相關調查
  • 摘要

圖表一覽

目錄
Product Code: 253315

This IDC study describes IDC's Customer Experience MaturityScape framework, which identifies the stages, critical measures, outcomes, and actions required for companies to effectively develop a customer experience strategy and competencies in a holistic, organizational customer experience workflow. In this study, we describe the framework and provide guidance for organizations of all sizes interested in advancing along the five maturity stages of the framework to maximize benefits derived from building a culture centered on customer experience. While this study focuses on the major category of "customer," it is important to recognize that the entire organization is involved in a variety of "experiences" and that the creation of a customer experience, by implication, involves the additional experiences related to employee, partner, and supplier.

Table of Contents

IDC Opinion

In This Study

  • Executive Summary

Situation Overview

  • What Is Customer Experience?
  • Stages of IDC's Customer Experience MaturityScape
    • Stage 1: Ad Hoc
    • Stage 2: Opportunistic
    • Stage 3: Repeatable
    • Stage 4: Managed
    • Stage 5: Optimized
  • Dimensions of IDC's Customer Experience MaturityScape

Future Outlook

Essential Guidance

Learn More

  • Related Research
  • Synopsis

List of Tables

  • Table: IDC MaturityScape: Customer Experience - Overview of Stages, Dimensions, and Sub-Dimensions
  • Table: IDC MaturityScape: Customer Experience - Progressing Through the Stages

List of Figures

  • Figure: IDC's Customer Experience MaturityScape Stage Overview
  • Figure: IDC's Customer Experience Taxonomy
Back to Top