Improving interactions and outcomes with xRM: A customer experience lifecycle model
In a previous article we looked at an outcome-based approach to driving customer interactions in order to deliver an experience that enables us to build the relationship we want with the customer.
In this article we want to look more closely at how customer experience factors can be modeled in a manner that accounts for the mutually reinforcing lifecycle of customer interactions and outcomes.
Consider the following lifecycle diagram:
Figure 1: Customer Experience Lifecycle