Customer Experience Management Maturity Model
sponsored by KANA

It can be difficult to gauge the efficacy of your enterprise's customer service function. Since it's an exclusively end-user-oriented space, developers and project managers often have a hard time seeing customer service how the actual customers see it, and most feedback skews toward the negative. That's why it's important to have metrics and rubrics to evaluate the maturity of your enterprise's customer service; knowing where your strengths and weaknesses lie is the first step towards improvement.

In this white paper, discover best practices for developing a customer experience management (CEM) maturity model. Read on for more information on CEM maturity stages, evaluation team management, business alignment, and more.

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