KPMG's perspective: Not-for-Profits must adapt
Empowered customers are ushering in the “Age of the Customer” with higher service and experience expectations. Successful organizations are committed to understanding and delivering on the expectations of their most valuable customers by investing in customer experience. Simply put, customer experience is the sum of all interactions an individual has with an organization. Not-for-profit organizations face unique challenges in achieving mission objectives in an increasingly “customer-centric” environment.