Abstract
Management guru Peter Drucker once said, “[only] what gets measured, gets managed.” As we could clearly document, this applies in particular to the challenges firms face in measuring their customers’ experience and its impact on the firm’s performance. Even Vanguards see the measurement of CX as a, if not the, key challenge for their CX strategy’s success.
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© 2015 Philipp Klaus
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Klaus, P. (2015). The Devil Is in the Details – Only What Get Measured Gets Managed. In: Measuring Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9781137375469_7
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DOI: https://doi.org/10.1057/9781137375469_7
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-47734-0
Online ISBN: 978-1-137-37546-9
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