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 the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results.

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:

This report explores the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results.

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:

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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