Skip to main content

Save or Share this Report

For Customer Experience Professionals

How Three B2B Firms Measure Customer Experience

March 20, 2014


Why Read This Report

Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve those experiences in the future, and tracks business benefits that result from ongoing improvement efforts. To understand how B2B companies can succeed at measuring customer experience, Forrester interviewed top customer experience professionals at companies in the healthcare, hardware, and software industries. This report describes how they use measurement to optimize customer experience at their organizations and details the very substantial business results these programs produced.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • How Three B2B Firms Measure Customer Experience
  • UnitedHealth Group's Optum Uses NPS To Drive Change
  • Cisco Focuses On Ease Of Doing Business
  • Pitney Bowes Uses A Net Satisfaction Metric To Make NPS Actionable

  • Build A Customer Experience Measurement Program
  • Related Research Documents

Recommended Research