The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

AFTERWORDThe Customer Experience Edge and SAP

WHEN REZA, VINAY, AND VOLKER talked to us about their ideas for The Customer Experience Edge, we were more than just curious about the topic, and that is because we ourselves have been on a journey to consistently deliver a superior experience to the multitude of our own customers around the globe.

Indeed, several of the ideas in this book about providing a reliable, positive, and appropriate experience for customers are being used by SAP today. We have learned over time that we have to build and maintain our brand every day by exceeding our customers’ expectations, since in today’s world of aggressive global competitors, just meeting their expectations is not good enough. We have embarked on a journey ...