About the Benchmark
Ventana Research has undertaken a comprehensive benchmark of the adoption and use of customer experience management. We assessed how organizations are advancing their customer management strategies and processes through use of technology and information. This research will help executives and managers to better understand how to improve their customer experience management efforts. It will enable them to determine how to align their organization’s people, processes, information and technology to improve customer performance. Ventana Research believes that with proper planning and execution, companies that deploy customer experience management can achieve a competitive advantage.