Are you interested in understanding what the customer experience (CE) movement is all about?
As the dynamics in the customer’s world are constantly evolving, an insatiable curiosity about customers is a key to success. Company-wide alignment with customers prevents waste (improves profit) and prevents customer hassles (improves organic revenue growth).
Check out the 2014 ClearAction Business-to-Business Customer Experience Benchmarking Study. As the first global B2B analysis of best practices in customer experience management (CEM), this study provides insights on the growing role of customer experience in corporations.
Some key tidbits:
- Investment in customer experience management has increased or remained stable since 2005 for 88% of business-to-business companies
- Four out of five B2B firms assign overall responsibility for customer experience initiatives to a vice president or director-level executive
- One in five companies treats customer experience inputs as a determinant of corporate strategy.
The study equally represents both large (more than 10,000 employees) and medium-sized companies (between 1,000 and 10,000 employees) headquartered in North America, Europe, Asia, and the Middle East. Industries represented include equipment, financial services, insurance, legal, medical, manufacturing, publishing, telecommunications, technology, and transportation.