We studied 88 companies that have a formal customer program (e.g., customer experience. (46%), customer success (30%), other (24%)) to determine the extent to which they incorporate analytics practices into their program. Most respondents were from the US (86%) and worked in a B2B (50%) or B2C/B2B (42%) company. About half (48%) of respondents were from companies with 5000 or more employees; 40% of respondents were from companies with 50,000 or more employees. Most respondents worked in the IT (29%), Healthcare and Medical (12%), Financial Services (8%) and Aerospace and Defense (8%) industries.
Data were collected from January to March 2017. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles.