Outside In THE POWER of PUTTING CUSTOMERS
at the CENTER of YOUR BUSINESS

Table Of Contents

  • Introduction
  • Part I: The Value of Customer Experience
    • 1. You Need Your Customers More Than They Need You
    • 2. Customer Experience Means Billions to Business
    • 3. The Customer Experience Ecosystem
  • Part II: The Six Disciplines of Customer Experience
    • 4. From Bumper Sticker to Business Discipline
    • 5. Strategy
    • 6. Customer Understanding
    • 7. Design
    • 8. Measurement
    • 9. Governance
    • 10. Culture
  • Part III: How Customer Experience Transforms Companies
    • 11. The Natural Path to Customer Experience Maturity
    • 12. The Rise of the Chief Customer Officer
    • 13. The Customer Experience Race Is On

The Book From Forrester

Outside In - The Power of Putting Customers at the Center of Your Business

OUTSIDE IN is the book from Forrester Research analysts Harley Manning and Kerry Bodine.

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