1960s-1970s

Customer buying behavior process models: understanding customer experience and customer decision making as a process.

2000s

Customer relationship management (CRM): linkage models to identify how specific elements of the customer experience influence each other and business outcomes.

1970s

Customer satisfaction and loyalty: assessing and evaluating customer perceptions and attitudes about an experience.

2000s-2010s

Customer centricity and customer focus: focusing on the interdisciplinary and organizational challenges associated with successfully designing and managing customer experience.

1980s

Service quality: identifying the specific context and elements of the customer experience and mapping the customer journey.

2010s

Customer engagement: recognizing the customer’s role in the experience.

1990s

Relationship marketing: broadening the scope of customer responses considered in the customer experience.

sales team invovlement

optimal deployment

industry verticals

database of experts