10 April 2006

TXM in Brief

TXM has 2 levels: internal and external.
In order to achieve Touchpoint Experience Excellence (TXE), an enterprise should optimize "PID" both internally and externally, with focus on internal as happy employees make happy customers.
PID is an acronym for People, Information and Deliverables.
People use Information to produce Deliverables.
On the external side, an enterprise should adopt a CARE strategy for IPAK.
CARE stands for Cultivation, Acquisition, Retention and Expansion, where IPAK is short for Inactive, Potential, Active and Key. IPAK is a customer segmentation strategy.

No comments: