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Intelligent Information: Improving the Customer Experience - AIIM White Paper
“How satisfied are you with the service you received?” is no longer the key question for customer satisfaction measures. Instead, “How easy was the company to deal with?” and “How well did they understand your needs?” are much better indicators.
But retaining your customer in today’s world requires an integrated approach between front-office and back-office processes, and no organization has an unlimited budget in either of these areas.
View this research report to learn why transactional improvements such as better process automation to speed up processes and reduce costs are important, but a coordinated and consistent customer experience is seen as a major competitive factor.