6 Success Factors Identified for Business Customer Experience
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6 Success Factors Identified for Business Customer Experience

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See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com

See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com

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6 Success Factors Identified for Business Customer Experience 6 Success Factors Identified for Business Customer Experience Document Transcript

  • 6 Success Factors Identified for Business-to-Business Customer Experience2nd Annual ClearAction Business-to-Business Customer Experience ManagementBenchmarking Study identifies 6 best practices for substantial business results.Sunnyvale, California (PRWEB) December 20, 2011 -- The 2nd Annual ClearAction Business-to-BusinessCustomer Experience Management (CEM) Benchmarking Study has identified six best practices for strongmarket performance and customer experience excellence:• Coordination among managers of CEM methods.• CEM as a determinant of corporate strategy.• Presentation of survey results to all employees.• Calculation of customer lifetime value (CLV).• Action on survey results by owners of customer experience key drivers.• Funding of cross-organizational collaboration."These findings may be instrumental to the future of customer experience," explained Lynn Hunsaker, presidentof ClearAction. "The majority of companies have not yet implemented the above practices in their journeytoward customer experience excellence. Among the firms that are implementing most or all of these bestpractices, CEM-related business performance is much stronger and other CEM best practices are also moreabundant."Examples of business results attributed to customer experience management efforts include:• 200% growth in profit over the past 4 years. (Chemicals)• 200% increase in market share over the past 4 years. (Semiconductors)• 20% improvement in revenue over the past year. (Telecommunications)• Over $100M in new and existing opportunities influenced in 2011. (Software)• New sales year over near have nearly tripled over the past 2 years. (Software)• Increase in revenue 10% year over year. (Medical Devices/Pharmaceuticals)• Double digit growth over the past 4 years. (Machinery)• 15% reduction in churn over the past year. (Transportation/Logistics)The most common methods in use to reach customer experience management goals are, respectively, customertouch-point improvements, customer surveys, first contact resolution of customer concerns, customerintelligence, and improvements to existing products.Two-thirds of business-to-business (B2B) companies have realized a strong or moderate impact on the successof CEM efforts through employee engagement and employee empowerment to act in the best interest ofcustomers. Employee engagement funding has increased over the past year for CEM efforts among at least aquarter of B2B firms in the areas of internal staffing, cross-organizational collaboration, training andconferences, process improvement, customer touch-points (including customer journey maps and customer lifecycle management), and internal communications.Similarly, a strong or moderate impact on the success of CEM is reported by two-thirds of study participantsthrough the use of quality tools (such as six sigma, Pareto, etc.), executive sponsorship, and systems thinking(such as explicit recognition of connections and consequences across actions, processes, organizations, etc.).Customer engagement funding has increased over the past year for CEM efforts among at least a third of B2BPRWeb ebooks - Another online visibility tool from PRWeb
  • firms in the areas of branding and campaigns, customer relationship management (CRM), customer dataanalysis, and customer surveys.This annual study is the only global analysis of customer experience among business-to-business companiesacross all industries. It monitors the journey to world-class performance in how business-to-business firms (1)listen to customers, (2) view customers, (3) center employees on customers, and (4) center business oncustomers. It explores the motivations behind CEM and its linkages to corporate goals, strategy, culture,processes, and business success. Recommendations for stronger customer experience strategy, cross-organizational cooperation, and business results are provided in the study.### 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
  • Contact InformationLynn HunsakerClearActionhttp://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