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Linking CX Practices to Profitability

In: Measuring Customer Experience

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  • Philipp Klaus

Abstract

Researchers, managers, and consultants alike champion the notion that optimizing the customer experience is the key strategy for generating enhanced sales revenues, market share, and profitability. However, until now, there was no typology to assist us in the task of putting this notion to the test and establishing which strategies are the most profitable ones.

Suggested Citation

  • Philipp Klaus, 2015. "Linking CX Practices to Profitability," Palgrave Macmillan Books, in: Measuring Customer Experience, chapter 0, pages 58-64, Palgrave Macmillan.
  • Handle: RePEc:pal:palchp:978-1-137-37546-9_5
    DOI: 10.1057/9781137375469_5
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