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:

  • 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 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:
B-to-B CX management
B2B CXM
B2B CEM
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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