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Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B – A Step-by-Step Approach

In: Measuring Customer Experience

Author

Listed:
  • Philipp Klaus

Abstract

In terms of annual average sales growth during the last three years, this converts into Vanguards 12 percent, Transformers 5 percent, Preservers 2 percent. In terms of performance, the lowest variance, as in performance values deviating from the average, is found in the Vanguard cluster, while the widest spread is, almost by definition, present in the Transformer cluster. Of course, there are slight differences inside the clusters, too. For example, not all Vanguards perform equally, but the overall message in terms of who is outperforming whom across all sectors, industries, and other possible factors, is clear – Vanguards.

Suggested Citation

  • Philipp Klaus, 2015. "Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B – A Step-by-Step Approach," Palgrave Macmillan Books, in: Measuring Customer Experience, chapter 0, pages 65-80, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-37546-9_6
    DOI: 10.1057/9781137375469_6
    as

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