Strategic B2B customer experience management: the importance of outcomes-based measures
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DOI: 10.1108/jsm-10-2016-0350
Abstract: Purpose The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience… read more here.
Keywords: customer experience; b2b customer; outcomes based; customer ... See more keywords