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市場調查報告書

IDC的客戶經驗調查 (2015年):為了獲得出色的客戶經驗的課題和要點

IDC's 2015 EXPERIENCES Survey: The Challenges and Key Factors in Achieving Superior Customer Experiences

出版商 IDC 商品編碼 347731
出版日期 內容資訊 英文 15 Pages
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IDC的客戶經驗調查 (2015年):為了獲得出色的客戶經驗的課題和要點 IDC's 2015 EXPERIENCES Survey: The Challenges and Key Factors in Achieving Superior Customer Experiences
出版日期: 2015年12月21日 內容資訊: 英文 15 Pages
簡介

每個企業對於提供自家公司客戶出色的客戶經驗時必要的事項都很理解。可是,創造出那樣的客戶經驗的過程複雜,實際上需要對相關設備、服務進行大金額的投資。

本報告以50名員工以上的企業為對象,進行客戶經驗改善用配合措施的狀況 (必要的實施跟配合措施事項,實行時的推動因素與阻礙,客戶方面的通訊手段,客戶方面的要求等) 的相關調查,並將其結果依各企業規模、行業彙整,為您概述為以下內容。

IDC的見解

調查概要

  • 調查手法
    • IDC的客戶經驗調查 (EXPERIENCES Survey):2015年

概況

  • 客戶經驗背景調查情況
  • 以基本為基礎的,連貫的行動
  • 明白什麼最重要 - 可轉而實行嗎?
  • 代表性的通訊、流通管道
  • 為何客戶來詢問?
  • 資訊來源的調整

未來展望

IDC的建議

參考資料

  • 相關調查
  • 摘要
目錄
Product Code: US40343915

This IDC study focuses on customer experience initiatives across companies with 50+ employees. The findings are centered on the identified keys and challenges in delivering a superior customer experience across the survey population and by company size and industries based on IDC's EXPERIENCES Survey that was conducted in February 2015."Respondents to our study indicate clearly that they know what the important factors are for creating a superior customer experience for their customers," says Mary Wardley, vice president, CRM Applications and Customer Experience at IDC. "However, the practicalities of the complexity of creating those experiences are where these organizations must invest resources to compete and complete their visions."

IDC Opinion

In This Study

  • Methodology
    • IDC's 2015 EXPERIENCES Survey

Situation Overview

  • Understanding the Experiences Landscape
  • Leading with the Basics - Consistency
  • Now That We Know What's Important - Can We Do It?
  • Leading Communications Channels
  • Why Are Customers Calling?
  • Data Source Coordination

Future Outlook

Essential Guidance

Learn More

  • Related Research
  • Synopsis
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