2014 Research

Raising Customer-Centricity Across the B2B Enterprise

June 2014

The report provides 40 pages, including rich details on B2B CX and benchmark data to evaluate your B2B CX against other large organizations. Some of the data points in the report include:
 
> 12% of large B2B organizations are in the highest two levels of CX maturity (out of six levels).
> 8% of large B2B organizations have very good ratings in Compelling Brand Values, the lowest rated CX competency.
> 79% of large B2B organizations identify “other competing priorities” as a key obstacle to CX success, compared with 65% of non-B2B firms.
> 56% of large B2B organizations have a goal to be CX leaders in their industries within three years.
 
The five case studies go deep into how some great practices for infusing good CX across B2B organizations:
 
Ciena: When Ciena began its customer experience journey 18 months ago, it set out to “engage, inform, and transform” the organization. It started its journey by using deep customer insights to hone in on what matters most to customers and now focuses on strengthening its culture and continuously improving.
 
Crowe Horwath: As a professional services firm, Crowe’s employees are its customer experience. Therefore, Crowe focuses its efforts on capturing and sharing all client feedback with its employees, and it uses a variety of tactics to involve them in shaping its CX efforts.
 
Fiserv: While technology underpins the customer experience tools, analyses, and reporting that drive Fiserv’s CX efforts, the company also integrates a human element into its efforts by using employee coaching, performance management, and rewards and recognition programs to engage employees in their work.
 
Genworth Financial: The CX team at Genworth uses a combination of approaches—from customer journey mapping to service dashboards to innovation ideation—to involve employees across the organization in its customer experience efforts.
 
Oracle: Oracle continues to raise customer-centricity across its global footprint by listening, responding, and collaborating with customers to identify and take action on customer experience improvement opportunities.

$195 Buy Now
$195 Buy Now

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