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Connected Customer Experience

The impact of Service Technician on Warranty costs.

Author Eric Marlan on Dec-7-2016

A Service Technician can affect your Warranty costs more than you think. The decisions and actions by a Service Technician (Tech) have a very significant impact the cost of warranty repairs. To reduce warranty costs, warranty and Service departments need to pay more attention to enabling the Tech to make right decisions, capture accurate information, and perform the repairs efficiently.

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Mapping the Customer Journey For CEM Success

Author Bruce Burke on Feb-18-2014

A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.

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Customization and Self-Service | The Way of the Future?

Author Erin Nelson on Jan-2-2014

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