The ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability.
New this year: examples from Ciena, Citrix, LexisNexis, Orange, SunTrust, Symantec, tw telecom, and others in business services, building materials, remarketing, and semiconductor industries.
Additional insights in each year’s theme:
- 2010 Study: CXM Scope
- 2011 Study: 6 Success Factors
- 2012 Study: B2B Stories
- 2013 Study: Connecting the Dots
This year’s study includes numerous success stories about managing business-to-business customer experience. It is hoped that more business books and articles will balance their discussion of B2C and B2B CEM. Managing B2B customer experience can be much more challenging, with high involvement of numerous influencers of the purchase decision, high stakes purchases with lengthy sales cycles, reciprocal buyer/supplier relationships, and complex touch-points across functional areas, managerial levels, and products, among other factors unique to B2B environments.
Inspiring stories about the progress of business customer experience management can be found throughout the 2012 best practices study, featuring companies such as Ciena, Citrix, LexisNexis, Orange, SunTrust, Symantec, tw telecom, and others in business services, building materials, remarketing, and semiconductor industries.
Recommendations for stronger customer experience strategy, cross-organizational cooperation, and business results are provided throughout the report.
How practitioners are using the study:
Request a Presentation, Assessment or Coaching
- Ask for a key findings presentation for your executives and CX team.
- Ask us to assess the quality of your CX strategy in a workshop and/or consulting analysis.
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