Gartner Research

How to Justify the Business Value of Your Customer Experience Investments

Published: 07 February 2017

ID: G00324222

Analyst(s): Jake Sorofman


There is growing acknowledgment that customer experience is a strategic imperative; however, to garner resources and support, marketing leaders accountable for customer experience initiatives still need to make the case that this is a business imperative, not just a "nice to have."

Table Of Contents
  • Key Challenges


  • Attach Efforts to New and Existing Sources of Revenue
    • Acquiring New Customers
    • Retaining Existing Customers
    • Growing Existing Customers
    • What to Do Next
  • Identify Areas for Cost Reduction
    • Cost of Customer Acquisition
    • Cost of Support
    • What to Do Next
  • Focus on Highest-Priority Customers
    • What to Do Next
  • Focus on the Highest-Priority Moments
    • What to Do Next
  • Benchmark Performance
    • What to Do Next
  • Putting It All Together

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