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IDC MaturityScape:客戶與消費者的未來 (FoCC) 1.0

IDC MaturityScape: Future of Customers and Consumers 1.0

出版商 IDC 商品編碼 1014842
出版日期 內容資訊 英文 17 Pages
訂單完成後即時交付
價格
IDC MaturityScape:客戶與消費者的未來 (FoCC) 1.0 IDC MaturityScape: Future of Customers and Consumers 1.0
出版日期: 2021年06月14日內容資訊: 英文 17 Pages
簡介

本報告提供客戶與消費者的未來 (FoCC)的成熟度相關調查分析,組成架構相關的系統性資訊。

IDC MaturityScape價值

摘要整理

客戶與消費者的未來 (FoCC)的成熟度組成架構的要素

  • IDC的客戶與消費者的未來 (FoCC)的組成架構
  • 客戶與消費者的未來 (FoCC)的成熟度組成架構的階段
    • 專案
    • 臨時的
    • 可重複
    • 受管理
    • 最佳化

客戶與消費者的未來 (FoCC)的成熟度組成架構的方向性

  • 終生價值

對技術買主的建議

參考資料

  • 相關調查
目錄
Product Code: US47440621

This IDC study describes the IDC MaturityScape for the future of customers and consumers."In a digitally accelerated world, customer experience (CX) is outpacing the actual product or service as the key decision criteria when customers decide who they are going to purchase from. The future of customers and consumers (FoCC) requires organizations to be resilient, agile, and empathetic in their interactions and engagement with customers," said Alan Webber, program vice president for Customer Experience Management Strategies at IDC. "To differentiate themselves in a crowded market, brands must move beyond just saying they're customer centric to employing a customer experience management effort that reaches across strategies, business processes, technology, and culture to the point the brand is able to provide empathy at scale."

IDC MaturityScape Figure

Executive Summary

Elements of the Future of Customers and Consumers Maturity Framework

  • IDC's Future of Customers and Consumers Framework
  • Stages of the Future of Customers and Consumers Maturity Framework
    • Ad Hoc
      • Description
      • Business Outcome
    • Opportunistic
      • Description
      • Business Outcome
    • Repeatable
      • Description
      • Business Outcome
    • Managed
      • Description
      • Business Outcome
    • Optimized
      • Description
      • Business Outcome

Dimensions of the Future of Customers and Consumers Maturity Framework

  • Lifetime Value
    • Applied Customer Intelligence
    • Predictable Communication
    • Mutual Trust
    • Dimensions of the Future of Customers and Consumers Maturity Framework

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