The ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability.

This report explores B2B customer intelligence practices: how we listen to and view customers.

Note: this report is one of several parts to the full study of the journey to world-class performance in how business-to-business firms:

  • Full Study
  • Motivation: the scope and intent of customer experience management efforts
  • Intelligence: how we listen to and view customers
  • Action: how we center employees and our business on customers

This report explores B2B customer intelligence practices: how we listen to and view customers.

What's new in 2013:

  • 10 challenges unique to B2B CEM, referring to the complexities of multiple influencers on buying decisions, multiple functional areas interacting between buyer and seller organizations, and extensive high-touch post-purchase interactions.
  • Performance on 6 CEM success factors identified as universal to both B2B and B2C organizations, as prerequisites to sustainable, strong business results.
  • Tools and technologies for facilitating and embedding CEM.
  • Clusters of CEM efforts, to show context and linkages among those activities.
  • CX efforts with profit-growing potential because they can minimize mis-alignment of the company with what’s important to customers.
  • CX efforts with revenue-growing potential that are often practiced with minimal profit-growing CX efforts underway.
  • Extensive recommendations are provided throughout the report. (11 pages of expert advice)

This 4th annual study consolidates responses from 264 customer experience practitioners.

How practitioners are using the study:
B-to-B CX management
business to business CEM
B-to-B client experience

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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