CLIP THIS INQUIRY

Select a group:

Group Name
Create New GroupClip

CLIP THIS FLOW

Select a group:

Group Name
Create New GroupClip

For Customer Experience Professionals

Executive Q&A: Customer Experience Measurement

January 10, 2013

By Maxie Schmidt-Subramanian, Megan Burns with Harley Manning, Allison Stone, Molly Murphy

  • 443 downloads
  • 0 comments
  • Rating:

Why Read This Report

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so. Increasingly, companies are developing such a framework despite facing sometimes-major obstacles. This report answers some of the most common questions customer experience professionals agonize over when it comes to CX measurement.

Tags: B2B eCommerce, Customer Experience Management, Customer Journey, Customer Satisfaction Surveys, eCommerce, Marketing & Strategy, Multichannel Customer Experience
US $ 499
Become A Client

Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

Already A Client?
Log in to read this document.

TABLE OF CONTENTS

  • 1. What does it mean to measure customer experience?
  • 2. What types of customer experience metrics do we need?
  • 3. How can companies pick the right metrics for each section of their customer experience measurement framework?
  • 4. Which customer experiences should we measure?
  • 5. How can companies measure customer experiences that span channels?
  • 6. How should companies use the customer experience metrics they collect?
  • 7. What is different about measuring customer experience in a B2B context?
 
Loading...

Browse

About Forrester

Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Roles We Serve

Forrester supports leaders in 13 roles across three distinct client segments: Business Technology, Marketing & Strategy, and Technology Industry.

Analysts & Coverage Areas

Aligned to your professional role, Forrester's analysts are experts in the specific technologies, issues, and trends currently impacting your business.

Research
Latest Reports
Playbooks
Charts & Figures
Forrester Waves
Planned Research
Data
Consumer Data
Business Data
Events
Forums
Webinars
Workshops
Tools & Templates
Vendor Selection Aids
Best Practice & Self-Assessments
Models & Calculators
Document Templates

Forrester Leadership Boards

Fresh thinking and collaborative problem-solving through an unmatched combination of peer networking, forward-looking analysis, and professional guidance.

Consulting

Our expert analysts provide custom research-based frameworks to guide you through each phase of your critical business initiatives from identifying opportunity to optimizing results.

Community

Connect with peers and analysts, share your views, and ask questions on key business issues.

Blog

Forrester analysts weigh in on the latest business and technology news.

  • BROWSE
  • Register
  • Call +1 617.613.5730
  • Cart