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:

Customer Experience Lifecycle

Figure 1: Customer Experience Lifecycle


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About Christopher Barry

Chris has been working closely with Microsoft technologies since 2002, and with Dynamics CRM since 2006. He has a passion for partnering with customers and solving business challenges and is currently a CRM Director at Mint Management Technologies. His primary focus is business solutions within the CRM and CX areas.  Chris's prior experience includes working within services, consulting and business process engineering at various companies, and holding various architectural and managerial positions. He has also obtained a M.Sc. in computer science.

Mint Management Technologies is a global IT consultancy that is in the top 5% of global CRM providers as well as a member of the Microsoft President Club. The company enables better business by digitally leading its clients through Customer Centricity, Employee Engagement and Smarter Systems in the digital space. 

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