Monthly Archives: January 2010

In discussing a customer touchpoint mapping project recently, I was asked this question, “Have you formulated your ROI for this project yet?”  Well, no… at the beginning stages of this type of project (touchpoint mapping, customer expectations capture, gap analysis) you simply don’t know what your ROI is going to be, mostly because you have no idea what problems you’ll identify.  All of the ROI glory goes to the projects that come out of a customer touchpoint mapping project.   Read more...
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