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You might also be interested in this Data Model for CRM Customer Metrics.
If you are new to Data Models, this page of my new Tutorial will help you understand the Logical and Dimensional Data Models.
Here is an interesting introduction to
Customer Experience Management on Wikipedia
which contains this useful quote :-
"Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the
duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation
and advocacy.
It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context."
There is also
a Wikipedia entry for the
International Customer Service Institute, which is offers an Online Self-Assessment facility.
Below we show a Conceptual Data Model, a Logical Data Model and a Dimensional Model for the Customer experience.
1) This is the Conceptual Model ...
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2) And this is the 3NF Logical Data Model ...
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3) And this is the Dimensional Model, (Data Mart) ...
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Barry Williams
Principal Consultant
Database Answers Ltd.
London, England
June 19th. 2013
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© DataBase Answers Ltd. 2010
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