ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

ClearAction

MAY 24, 2016

Understanding Business-to-Business Customers’ Purchase Decisions. What is it like to be a customer when both you and your suppliers are manufacturers? And a large percentage of the world’s gross domestic product comes from these customers. B2B Customer Loyalty. Customer Experience Enablement at GE.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

OCTOBER 20, 2015

Customer experience excellence as context for every job means that it is always top-of-mind as the primary basis for the way we do our jobs. But this may not be the most appropriate definition of customer experience management. On the manufacturing line, my job is to produce product according to our deadlines.”. “In

CXM 83

CXM Customer Experience Social Media Manufacturing 83

ClearAction

OCTOBER 20, 2015

Customer experience excellence as context for every job means that it is always top-of-mind as the primary basis for the way we do our jobs. But this may not be the most appropriate definition of customer experience management. On the manufacturing line, my job is to produce product according to our deadlines.”. “In

CXM 71

CXM Customer Experience Social Media Manufacturing 71

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

ClearAction

JULY 3, 2017

My view: The more holistic your practices of customer experience (CX) management, the more value you create for customers, employees, and shareholders. We’re getting tighter and tighter aligned with those functions because of our insights and recommendations based on end-to-end customer feedback.”.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66