Faced with economic turmoil and increasing competition, businesses are looking to differentiate themselves in their customers' eyes through better brand awareness, and hearing the voice of their customers and understanding what drives their behavior. A recent study by the Aberdeen Group captured customer experience management (CEM) adoption trends and performance results through a direct survey of 252 organizations. This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results.
Key findings indicate Best-in-Class companies achieve:

• 82% customer base retention each year
• 34.7% improvement (reduction) in response time to customer inquiries
• 19.8% year-over-year improvement in customer satisfaction results
• 21.4% year-over-year improvement in the lifetime value of their customers