January 26th, 2015
If 2014 was the year when marketers added "customer centric" to their vocabulary, this should be the year many of them turn those words into actions.
But how? To help, IDC Research has published a MaturityScape report that presents a five-step process to go from the first tentative stage to optimizing the customer experience (CX). Sound simple? Actually, it’s a pretty steep climb.
"Some of them are on the journey, and it’s more about how to get started," said Mary Wardley, IDC’s vice president for enterprise applications and CRM software. "This is to give them some sort of roadmap."