1st Ever Global Business-to-Business Customer Experience Management Study


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Functional areas driving various customer experience management efforts: surveys, CRM, user experience, etc. And scope of B2B CEM deployment: some divisions, regions, functional areas, or company-wide. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com

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1st Ever Global Business-to-Business Customer Experience Management Study

  1. 1. First-Ever Benchmarking Study of Business-to-Business Customer ExperienceManagementThe ClearAction B2B Customer Experience Management Benchmarking Study is the worldsfirst assessment of multi-influencer complexities in business-to-business purchase decisions andcustomer-supplier relationships in the evolving customer experience field.Sunnyvale, CA (PRWEB) October 14, 2010 -- The world’s first business-to-business customer experiencemanagement benchmarking study is being launched October 14, 2010, by ClearAction and The InsightAdvantage. Business-to-business (B2B) companies face unique complexities with multiple influencers in thebuying decision. Unlike most business-to-consumer (B2C) situations, B2Bs multiple-influencers heavilyimpact ongoing demands on the supplier in addition to subsequent purchases. Customer experiencemanagement (CEM) has been an emerging field during the past decade, with roots in total quality management.The results of this landmark study will be instrumental in gaining a clear understanding of best practices in theongoing journey of business success.For example, the ClearAction B2B Customer Experience Management Study will cover:* How well is voice of the customer monitored among multiple influencers in the buying decision?* What roles do social media and customer communities play in B2B CEM?* How has managements mindset about the strategic role of CEM affected investment over the past few years?* What impact does a companys traditional product-focus or sales-focus have on CEM practices?To-date, related customer experience management studies have been conducted primarily among B2Ccompanies, or selected B2B industries. Nonetheless, B2B transactions can be quite complex, often withhundreds of thousands, or even millions of dollars at stake. The quality of the transaction, product or service,and customer-supplier relationship can have major ramifications on the customers business. Despite thesophistication of B2B buyers and sellers, case studies of best-in-class B2B CEM practitioners are sparse, andlistings of top B2B performers are virtually non-existent. In the ClearAction study, trends will be identifiedthrough an online survey, and case studies will be developed through in-depth interviews."Customer experience management is relatively new terminology, and it comprises all of an organizationsactivities to manage customer profitability", explains Lynn Hunsaker, head of ClearAction. "Since the qualitymovement began in the late 1980s, customer satisfaction has been a priority for many companies. During the1990s, global appreciation developed for customer loyalty as a broader view of customer satisfaction, withemphasis on the likelihood of ongoing purchases and recommendations for a brand. As a means to loyalty andits accompanying financial rewards, customer relationship management (CRM) helps track individual customertransactions to personalize sales and service activities. At the turn of the 21st century, the prominent interactiverole of the Internet, reality TV and handheld devices caused customer engagement and experiential marketingto be natural evolutions in the pursuit of profitable customer satisfaction and loyalty. Customer experiencemanagement encompasses all of these customer management endeavors, combining operational and emotionalaspects of a customers purchase and usage processes."To participate in the ClearAction B2B Customer Experience Management Benchmarking Study survey, contactlynn.hunsaker(at)clearaction(dot)biz.About ClearActionClearAction LLC is a customer experience consulting firm specializing in customer experience innovation,PRWeb ebooks - Another online visibility tool from PRWeb
  2. 2. enterprise-wide employee engagement in customer experience management, and customer relationship skill-building. ClearAction emphasizes prevention of customer hassles for greater results in customer retention,lifetime value, and sustained profitability. Lynn Hunsaker, head of ClearAction is author of three ebooks:Innovating Superior Customer Experience, Metrics You Can Manage for Success, and Customer ExperienceImprovement Momentum.About The Insight AdvantageThe Insight Advantage is a full-service research firm, providing a wide range of services (web surveys, focusgroups, telephone interviews) to help companies implement customer research for ongoing insight into theircustomers’ evolving needs and expectations. Jennifer Berkley Jackson, head of The Insight Advantage, is anextension faculty member of University of California - Santa Cruz.### Page 2/3If you have any questions regarding information in these press releases please contact the company listed in the press release. Our complete disclaimerappears here - PRWeb ebooks - Another online visibility tool from PRWeb
  3. 3. Contact InformationLynn HunsakerClearAction LLChttp://http:www.clearaction.biz1-408-687-9700Online Web 2.0 VersionYou can read the online version of this press release here. Page 3/3If you have any questions regarding information in these press releases please contact the company listed in the press release. Our complete disclaimerappears here - PRWeb ebooks - Another online visibility tool from PRWeb