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by Volker Hildebrand and Vinay Iyer, SAP

Customers are more empowered and demanding than ever before, requiring companies to re-vamp their CRM strategy. Learn how you can manage the customer experience effectively by applying the new customer engagement model and leveraging social media channels, mobile applications, Web channels, and more.

In a 2009 Strativity Group study of 869 executives, 80% of those surveyed declared that customer-facing strategies are high on their corporate agendas — and are even more important than they were three years ago. Strativity’s research also shows that companies that invest 10% or more of their revenues in the customer experience realize a far greater number o f customer-driven referrals. 

In short, organizations that embrace the concept of customer experience management are more successful than those that do not.

So how can you manage the customer experience successfully? And what are the key success factors?

January 1, 2010