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80%growth

customer satisfaction

customer retention

Revenue growth over the previous 12 months

* average revenue growth amounted to 14%

Top 30 performing organizations returned:

Top Ranked Success Factors:Executive Support

Customer-Centric CultureEmployee Engagement and Buy-InCross-Functional Collaboration Focused CEM Initiative Goals

78% of Executives have CEM-related goals35% of Executive Teams are provided

incentives on CEM objectives

of CEM Initiative

drivers Are to increase “customer expectations

regarding access to

information and service”

77%Satisfied Customers:

• Continue to spend on products and services • Increase their spending on products and services • Bring in new prospects/customers • Promote the organization’s brand

Poor customer service is the top reason for customer dissatisfaction and one of the top two factors leading to customer churn or loss. ...the other is ineffective pricing.

Only 19% of organizations engage in customer journey mapping exercises

Customer feedback management

Cross-functional collaboration

Customer analytics

Customer experience design

Customer insight and performance reporting

79%

74%

70%

61%

58%

Components of CEM Programs

For those organizations that do not have a CEMinitiative, 53% indicate that they plan to in thenext 24 months - an indication of the importance of formalized CEM initiatives .

In place for 4+ years

37%

In placefor 2-4 years

14%

In place for < 2 years 14%

No formalized Initiative 35%

Maturity of CEM Initiatives

65% of organizations have a formal CEM program in place...35% don’t

The Service CouncilTM undertook a research campaign on Customer Experience Management (CEM) initiatives across 180 organizations to learn the structure of CEM programs, the resources dedicated to customer

experience, and the results seen from successful initiatives.

STRATEGIES TO SUCCEED

CustomerExperienceManagement