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Surveys / Tele-Depths News 5/11/12

Global Business-to-Business Customer Experience Best Practices Study to Highlight B2B Achievements

Strong business results and competitive differentiation advantages of superior business customer experience management will be featured through the 3rd Annual ClearAction Business-to-Business Customer Experience Management Best Practices Study.

 

The 2012 ClearAction Business-to-Business Customer Experience Best Practices Study shines a beacon on the industrial sector’s achievements in customer experience excellence. As the sole global survey of business customer management, this research provides inspiration to executives who want to maximize value, differentiation, and profit.

Customer Experience Best Practices

Customer experience practitioners participating in the study will characterize their ongoing journey toward superior business customer experience in these areas:

  • Hearing the customer voice and building an accurate view of customer’s world
  • Nurturing customer-focus in employee and organizational habits
  • Use of customer experience management technology and cultural tools
  • Investments in customer profitability, knowledge, and well-being
  • Role of customer experience as demonstrated by top management’s practices
  • Customer experience management goals, obstacles, and achievements
Quote startAs the sole global survey of business customer management, this research provides inspiration to maximize value, differentiation and profit.Quote end

This third annual study provides extensive opportunities for managers to share stories of their progress in customer-focus, customer well-being, and customer profitability. Such stories are rare within customer experience literature which primarily focuses on business-to-consumer examples and achievements. Business-to-business customer relationships tend to be more complex and extensive than consumer relationships, with substantially larger finances at stake. The 2012 questionnaire consists of about two dozen multi-faceted questions to comprehensively gauge current practices in customer experience management.

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