The Financial Role of Customer Experience in Manufacturing.
Customer Experience has matured to the point where the vast majority of manufacturing companies now engage with their customers to gather feedback. While this evolution is admirable, many companies are now sitting on large silos of customer insight data.
So what's next?
By combining with the right data, customer Insight can be used to gain a deeper understanding of customer interactions with the company. Integration with CRM data as well as financials can allow segmentation to determine the most profitable customers. With this knowledge, resources can be focused to prioritise actions which will benefit the most profitable customers.