Where Do We Stand on Customer Value and QCE?

Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience

March 14, 2002

How well do you manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM? During the course of our research into how leading companies manage their customer relationships, customer experience, and customer strategy, we have identified a body of best practices and critical success factors. These learnings reflected in our QCESM Readiness self-assessment questionnaire. To date, 1,371 executives and key manager have responded to the survey, using technology developed and hosted by ResponseTek, a customer-experience-management solution vendor. The results, summarized in this report, indicate that practice has not yet caught up with strategy.


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