ClearAction

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 [...]

  • 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 [...]

  • 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 [...]