Customers Experience Your Service At Multiple "Moments of Truth"
For example, a company supplying glazing goods to households will have multiple touchpoints with customers.
Some organisations measure the Perfect Order Score (or Perfect Transaction Score). This gives a good insight into the proportion of customers that experience a seamless service - and also gives a good indication of the amount of corrective action needed internally in your business to put things right.
You can easily configure your customer-oriented business processes inside CXRM, so the solution can help manage the various stage of interactions with customers, and then measure "perfect order" performance (and each individual stage) against your aspired levels of service.