What is the fine-grained topic of the following text: Sure it is still possible to explain to your team that keeping your customers happy is the next competitive battle ground to win, you can set and you have to, a series of KPIs to measure your own customer experience index, you can implement processes to help your people follow through and yet you will have to accept that the knowledge, organization and tools provided to create the best customer experience possible can be easily blowed away by the slightest wrong behaviour. Only return the topic.
Importance and challenges of maintaining customer happiness for competitive advantage