Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B – A Step-by-Step Approach

Klaus, P. (2015). Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B – A Step-by-Step Approach. In Measuring Customer Experience (pp. 65–80). Palgrave Macmillan UK. https://doi.org/10.1057/9781137375469_6