Outside In THE POWER of PUTTING CUSTOMERS
at the CENTER of YOUR BUSINESS
By Harley Manning and Kerry Bodine
Customer experience is a fundamental business driver. It's your only source of sustainable competitive advantage. But how can you master it?
Based on 14 years of research by the customer experience leaders at Forrester Research, OUTSIDE IN offers a complete road map to attaining the experience advantage. You'll see how the roots of customer experience success or failure lie deep within your company, not just with customer-facing employees. And you'll learn about the six disciplines that customer experience leaders must master: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. With dozens of diverse case studies from around the world, OUTSIDE IN is the one resource you need to turn a focus on customer experience into growth and profit.
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- Check out an excerpt from OUTSIDE IN here.
- Watch the complimentary OUTSIDE IN Webinar, hosted by Kerry Bodine and Harley Manning.
From the Forrester Customer Experience Blog
The New Book From Forrester
OUTSIDE IN is the new book from Forrester Research analysts Harley Manning and Kerry Bodine.
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