From CRM to CXM: Walking the Customer Journey
Venture Chronicles
DECEMBER 5, 2012
He is right, and to his credit Paul saw the importance of customer experience and wrote about this in 2001. When operating on your site, search now has to capture and present a range of content items, from structured KB and FAQ content to dynamic community content curated by your customers. THE ROAD AHEAD: WALKING THE CUSTOMER JOURNEY.
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