Case Study

How Three B2B Firms Measure Customer Experience

January 1st, 2018
With contributors:
Harley Manning , Dylan Czarnecki


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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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.