ClearAction

Customer Experience ROI Opportunities on B2B Touchpoints

" Are you accelerating repurchases through your customer experience touch-points with industrial customers? What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase. Like the touch-points we typically think about — online user experience, marketing content, sales, and service — these industrial [...]

  • B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

    " Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it [...]

  • Payoff for Coordinating Customer Experience Management Enterprise-wide

    " Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Companies with managers (of their top five methods to achieve CEM goals) who meet together quarterly or more often for coordination purposes, or have dotted-line reporting to a single executive or committee [...]

  • State of Business-to-Business Customer Experience Management

    " How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.

  • 6 Success Factors for Customer Experience Excellence

    " The 2nd Annual ClearAction Business-to-Business Customer Experience Management (CEM) Benchmarking Study has identified six best practices for strong market 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 [...]

  • Voice of Customer for All Employees

    " Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Although only a third of companies are presenting customer feedback to all employees, those who do reported at least 20 percentage points [...]

  • ROI Opportunities in B2B Customer Experience Management

    " Investment in customer experience management has increased or remained stable since 2005 for 88% of business-to-business companies, according to the 2010 ClearAction Business-to-Business Customer Experience Benchmarking Study. As the first global B2B analysis of best practices in customer experience management (CEM), this study provides insights on the growing role of customer experience in corporations. Four [...]

  • B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

    " Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it [...]

  • Voice of Customer for All Employees

    " Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Although only a third of companies are presenting customer feedback to all employees, those who do reported at least 20 percentage points [...]

  • 6 Success Factors for Customer Experience Excellence

    " The 2nd Annual ClearAction Business-to-Business Customer Experience Management (CEM) Benchmarking Study has identified six best practices for strong market 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 [...]

  • State of Business-to-Business Customer Experience Management

    " How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.

  • Payoff for Coordinating Customer Experience Management Enterprise-wide

    " Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Companies with managers (of their top five methods to achieve CEM goals) who meet together quarterly or more often for coordination purposes, or have dotted-line reporting to a single executive or committee [...]

  • ROI Opportunities in B2B Customer Experience Management

    " Investment in customer experience management has increased or remained stable since 2005 for 88% of business-to-business companies, according to the 2010 ClearAction Business-to-Business Customer Experience Benchmarking Study. As the first global B2B analysis of best practices in customer experience management (CEM), this study provides insights on the growing role of customer experience in corporations. Four [...]