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市場調查報告書

IDC的成熟度比較分析:美國企業的客戶經驗

IDC MaturityScape Benchmark: Customer Experience in the United States

出版商 IDC 商品編碼 361226
出版日期 內容資訊 英文 13 Pages
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IDC的成熟度比較分析:美國企業的客戶經驗 IDC MaturityScape Benchmark: Customer Experience in the United States
出版日期: 2016年06月20日 內容資訊: 英文 13 Pages
簡介

構築強力的客戶經驗客戶以吸引顧客,成為各企業謀求與其他同業公司差異化,以及建立跟客戶的長期關係時所不可或缺的。因此,不僅是客戶窗口,全公司的配合和資訊共享是必須的。

本報告以IDC定義的企業成熟度的模式 (MaturityScape) 為基礎,將美國企業按照該成熟度5等級分類,提供各公司的客戶經驗成熟度相關分析,各成熟階段的趨勢,及與其他公司的成熟度比較方法,為了更成熟化的必要行動等考察。

「IDC MaturityScape Benchmark」(企業成熟化階段)的概念圖

IDC的見解

調查概要

概況

  • IDC的「客戶經驗的成熟度」的各階段
    • 調查結果:各階段的成熟度的達成情形
  • IDC的「客戶經驗的成熟度」的評估項目
    • 調查結果:各階段的各項目的評估變化
  • 客戶經驗的成熟度的改善:失敗、成功案例
    • 調查結果:失敗、成功案例比較分析

IDC的建議

  • 相關人員
  • 流程
  • 技術
  • 願景
  • 產品與服務

參考資料

  • 相關調查
  • 附錄
  • 詳細調查手法
  • 調查受訪者的分類

摘要

目錄
Product Code: US41478115

This IDC study presents the results of IDC's 2016 Customer Experience MaturityScape Benchmark Survey and should be viewed as a supplement to IDC MaturityScape: Customer Experience. Together, the two studies provide a comprehensive overview of IDC's customer experience maturity model. Moreover:This study presents the results from quantitative research that will enable organizations to assess their customer experience maturity level against industry benchmarks.In IDC MaturityScape: Customer Experience, we identified the stages, dimensions, outcomes, and actions required for companies to effectively develop a customer experience strategy and competencies in a holistic, organizational customer experience workflow.This study enables organizations to answer the following questions:What are the components of a customer experience strategy?Where are we on a maturity scale for customer experience competencies in terms of what the business needs? Where are our peers?What's the path to improve and achieve the level of maturity that the business needs on its way to establishing a customer experience strategy?"A compelling customer experience provides the basis for organizations to differentiate in the market and to build long-term relationships with customers," says Mary Wardley, vice president, CRM Applications and Customer Experience. "However, a CX strategy must go deeper than front-office cordialities. It must be supported through back to front office and ecosystem consistency. IDC has found that leaders in CX have begun the journey by instantiating the principles of CX first through people and technology."

IDC MaturityScape Benchmark Figure

IDC Opinion

In This Study

Situation Overview

  • Stages of IDC's Customer Experience MaturityScape
    • Survey Findings: Maturity Distribution Across Stages
  • Dimensions of IDC's Customer Experience MaturityScape
    • Survey Findings: Maturity Distribution Across Dimensions
  • Improving Customer Experience Maturity: Survivors and Thrivers
    • Survey Findings: Comparison of Survivors and Thrivers

Essential Guidance

  • People
  • Process
  • Technology
  • Vision
  • Offerings

Learn More

  • Related Research
  • Appendix
  • Methodology
  • Survey Respondent Segmentation

Synopsis

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