Thank you for your interest in the Customer Experience Maturity Monitor. However, we are looking for a specific type of respondent to complete the survey. If you are interested in learning more about managing the customer experience, please visit the Customer Experience Maturity Monitor site.

Yes
No

Businesses only
Consumers
Businesses and consumers

Under $100 million
$100 to $499 million
$500 to $999 million
$1 billion to $4.9 billion
$5 billion or more
Not applicable

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree
In my company, we can't do what is right because the pressure to make our current-period numbers is so great.
My company believes that customer trust is tied to the financial success of the business.

Please rate each of the following statements from 1 to 5 based on these categories:

1	My company does not do this at all
2	My company does a poor job in this area
3	My company does a fair job in this area
4	My company does a good job in this area
5	My company does an excellent job in this area

	1	2	3	4	5
A complete, integrated view of customers' contact history, inbound and outbound, is readily available.
A current view of necessary customer information is available to all customer "touch points" (e.g., call center, stores/branches, Web, service centers).
Customers' purchase behaviors are anticipated and predicted (e.g., likelihood to purchase or cancel and leave).
Customers can self select channels for specific activities.
Special experiences (e.g., personal Web pages) are created in response to customer preferences.
Customers are segmented based on profitability and potential lifetime value.
Predictive models are used to target customers for acquisition, retention, cross-selling and up-selling.
Individual "treatment tracks" are created to manage the customer experience across products and channels.
Customers can choose the manner in which they are contacted by the company.
Significant changes in customer behavior create "triggers" for systematic response.
Customer metrics (e.g., profitability, campaign response, channel behavior) are used to measure organizational performance.
Customer profiles are continuously updated to reflect all customer activity (purchases, returns, etc.) as well as outbound (campaigns) and inbound contact (channel visit, call center, Web, stores/branches, etc.).
Customers' "expressed needs" are captured during live customer interactions.

Communications/Telecommunications (includes advertising, broadcasting, and publishing)
Consumer Packaged Goods
Education (includes academic research)
Energy & Utilities (includes electricity, water, oil & gas, and mining)
Financial Services: Banking and Depository
Financial Services: Investments
Financial Services: Non-Healthcare Insurance
Government
Healthcare: Insurance/Payer
Healthcare: Medical Equipment Manufacturer
Healthcare: Pharmaceuticals/Biotechnology
Healthcare: Provider
Information Technology (includes software development, systems integration,and IT consulting)
Leisure & Entertainment (includes hotels, gaming, recreation, and arts)
Manufacturing (excludes CPG and medical equipment)
Retail/Wholesale
Services (includes consulting, research, marketing, transportation, business/legal, and engineering/management)
Other

Fewer than 250
250 to 999
1,000-4,999
5,000-9,999
10,000 or more

First Name

Last Name

Advertising
Campaign Management
Marketing Strategy
Customer Interaction Management
Product, Segment & Channel Management
Customer Analytics
Other