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 [...]

  • 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 [...]

  • Customer Engagement is the Capstone of Customer Experience Management

    " Customer engagement is the aim of any organization: it's a sign of success and future growth. Customer engagement in co-promoting a brand is seen by many executives as THE means to customer experience business results such as increased market share, share of budget/wallet, retention, and lifetime value. But before you revel in all the hoopla, [...]

  • 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.

  • Employee Engagement: Living Your Brand Promise

    " What's the purpose of employee engagement? Supposedly, dis-engaged employees spell weak business results, so it stands to reason that engaged employees will yield strong business results, right? Not necessarily. Engagement for engagement sake may be busy work, or even

  • Metrics for Customer Experience Management

    " Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience [...]

  • Customer Experience ROI Trajectory

    " Wilderness experts will tell you that using a compass to find your way requires an accurate starting point: if you don’t get that part right, and start out a few degrees off, you can end up in a very different place than your intended. In my recent conversation with Carol Borghesi, former Senior Vice President [...]

  • 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 [...]

  • Metrics for Customer Experience Management

    " Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience [...]

  • Employee Engagement: Living Your Brand Promise

    " What's the purpose of employee engagement? Supposedly, dis-engaged employees spell weak business results, so it stands to reason that engaged employees will yield strong business results, right? Not necessarily. Engagement for engagement sake may be busy work, or even

  • 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.

  • Customer Engagement is the Capstone of Customer Experience Management

    " Customer engagement is the aim of any organization: it's a sign of success and future growth. Customer engagement in co-promoting a brand is seen by many executives as THE means to customer experience business results such as increased market share, share of budget/wallet, retention, and lifetime value. But before you revel in all the hoopla, [...]

  • Customer Experience ROI Trajectory

    " Wilderness experts will tell you that using a compass to find your way requires an accurate starting point: if you don’t get that part right, and start out a few degrees off, you can end up in a very different place than your intended. In my recent conversation with Carol Borghesi, former Senior Vice President [...]

  • Model for Customer Experience Management Strategy

    " Strategy for customer experience management is lacking for most organizations, according to numerous studies, and lack of strategy is a cited widely by customer experience (CX) practitioners as a key obstacle to achieving business results. [fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ [...]

  • CEM: High ROI by Leveraging Customer Data

    " As prices of fuel and everyday items seem to have recently skyrocketed, most of us are putting more emphasis on metrics. We’re concerned with things like just what is my car’s mileage per gallon (or liter)?, what is my department’s productivity rate?, and what value are we deriving from customer feedback? There’s a trend to [...]