Systemy CEM – badanie dla Comarch

Strategia i praktyka zarządzania doświadczeniami klientów rozmijają się w działaniach sieci komórkowych. Znaczna ich część nie posiada zintegrowanych systemów do Customer Experience Management.

Aż 43 proc. operatorów mobilnych nie realizuje jeszcze zintegrowanych programów zarządzania doświadczeniem klientów (ang. Customer Experience Management – CEM) – wynika z badania przeprowadzonego  na zlecenie Comarch przez firmę analityczną Informa wśród europejskich operatorach komórkowych.

Z drugiej strony ponad 75 proc. z operatorów twierdzi, że CEM w strategii ich firmy znajduje się na kluczowym miejscu.

Jak zatem jest naprawdę?

Wyniki badania 2013 dla firmy Comarch.

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