About this paper
Manufacturing is entering a whole new world of connected devices, wired with sensors that can continuously capture and deliver data about usage and performance. Consumers with mobile devices, appliances, cars and many other products all “wired in” are ushering in the era of customer-centric manufacturing. Customer-centricity is a multifaceted challenge for manufacturers traditionally used to keeping consumers at arm’s length, but there is one silver-bullet solution: customer experience management.
A new report from Harvard Business Review, Lessons From the Leading Edge of Customer Experience Management, is an in-depth study of more than 400 customer experience management executives worldwide. The results show that the companies investing in customer experience management (the processes an organization uses to manage customer interactions across the enterprise) are far outperforming the ones that don’t.
Download this article to see what those results mean for manufacturing and – most importantly – the five lessons you can apply now.
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