ClearAction

5 Keys to Customer Experience for the Future

" I have a dream that in the future we’ll look back and say “Remember how hard it was to be a customer back in the 2010s? Thank goodness it’s so much easier now!” This dream stems from the acknowledgment that it’s all too often a bit rough to select, buy, or use a solution in [...]

  • Exploring the Elusive ROI of Customer Experience Management

    " Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings). The Focus on [...]

  • 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 [...]

  • 8 Paths to Value via Benchmarking Studies

    " Getting ahead in differentiating your business is an ongoing quest. Benchmarking studies can be a great tool to monitor and maintain your edge — if you know how to maximize your value from them. Here are 8 paths to gaining value from best practices studies: 1) Participate! By investing a portion of an hour to [...]

  • Customer Experience Management is Uncommon Sense

    " This article is 4th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Preventive — Customer experience gravitates toward the easiest and nicest methods to get and use solutions that address customers’ needs. “Just talk to [...]

  • 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 [...]

  • Customer Experience Management is Doing the Right Thing

    " You’ve seen the ads depicting crazy business policies that dampen customer experience and make customers cynical. I’m a big fan of free enterprise, but have to admit that self-serving practices have eroded trust and the joy of being a customer. As each one of us is a customer ourselves, we should understand customer experience management [...]

  • Exploring the Elusive ROI of Customer Experience Management

    " Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings). The Focus on [...]

  • 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 [...]

  • Customer Experience Management is Uncommon Sense

    " This article is 4th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Preventive — Customer experience gravitates toward the easiest and nicest methods to get and use solutions that address customers’ needs. “Just talk to [...]

  • 8 Paths to Value via Benchmarking Studies

    " Getting ahead in differentiating your business is an ongoing quest. Benchmarking studies can be a great tool to monitor and maintain your edge — if you know how to maximize your value from them. Here are 8 paths to gaining value from best practices studies: 1) Participate! By investing a portion of an hour to [...]

  • 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 [...]

  • Customer Experience Management is Doing the Right Thing

    " You’ve seen the ads depicting crazy business policies that dampen customer experience and make customers cynical. I’m a big fan of free enterprise, but have to admit that self-serving practices have eroded trust and the joy of being a customer. As each one of us is a customer ourselves, we should understand customer experience management [...]