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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.

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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
  • RECOMMENDATIONS

  • Build A Customer Experience Measurement Program
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