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Gartner: Measuring the customer experience takes more than one metric
September 9, 2008
SearchCRM: Managing the customer experience seemed to be a major priority for many attendees at the Gartner CRM Summit this week, where it was the central theme of the opening keynote. While much of the focus on CRM has shifted to better managing the customer experience, it comes with a significant challenge, according to Ed Thompson, vice president and analyst with the Gartner.
"How do you measure it? This is the biggest question we get," Thompson said.
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