Are you ready for
Customer Experience Management? :
CX-Readiness Calculator

  • What customer management challenges are companies facing?
  • How do you rank the relevance of the challenges and where does your company stand today?
  • Use the free of charge quick test for your company

    The CX Readiness Calculator provides answers to these questions.

    Calculate your company’s CX Readiness Index and compare it to the benchmark of the more than 100 companies in the study.

    Please answer the following questions regarding

    • Relevance for your company: Rated 0 (not at all important) to 10 (very important), as well as
    • Status Quo: To what extent do you see these aspects already currently fulfilled in the company?
      Rated 0 (we have not yet dealt with it) to 10 (already completely implemented)
    Accurate insight as to how or via which channels and topics the relevant people find our products and services.

    In your company, do you have accurate insight into the effectiveness of your communication and distribution channels as well as their contribution to the success of marketing and sales? Which search topics does your target group use to find your products and services?

    Change from purely product-oriented to benefit-focused customer communication.

    To what extent has your company changed customer communication from purely product-oriented (features, functions, etc.) to communication that focuses on the benefits of your products and services for the customer? How do you rank the relevance of this issue?

    Customer-specific processes/person-oriented customer management concept (provision of customer-specific content).

    To what extent is your customer approach based on the individual needs of each customer and how flexibly can your processes adapt to these needs?

    Implementation of omnichannel communication (avoidance of media discontinuity), i.e. consistent customer experience across all channels (email, web, phone, in-store).

    What about uniform, consistent communication across all channels? If there are communication silos, there will be media discontinuity: Do you offer your customers a consistent customer experience across all channels?

    Measurement of the (positive) customer experience and corresponding management.

    In the company, do you have insight into the customer experiences with your products and services? What is well received and what isn’t? Do you steer the company accordingly?

    Automated customer management processes for customer analysis and campaigns.

    What about the automation of customer management processes? Do you analyze your customers automatically and manage your campaigns according to the results of these analyses?

    Management of interactions depending on the (calculated) customer value.

    Do you calculate customer value and manage your interactions accordingly?

    Identification/addressing of influencers who influence our customers’ decision to make a purchase.

    Do you know the influencers who shape your customers’ opinion and do you address them accordingly in order to positively influence your customers’ decision to make a purchase? These influencers may include social media influencers, trade press/media, test results, published customer reviews, reference customers.

    Thank you for your assessment and evaluation!

    To calculate your CX Readiness and have it sent to you, please provide your email address.

    After submitting this form, you will receive an email containing a link to view the result of your CX Readiness!

    To get in contact with you we need the information marked as required. We use your personal information for our services and responding to inquiries.

    Please answer the following questions regarding

    • Relevance for your company: Rated 0 (not at all important) to 10 (very important), as well as
    • Status Quo: To what extent do you see these aspects already currently fulfilled in the company?
      Rated 0 (we have not yet dealt with it) to 10 (already completely implemented)
    Functions concerning data security, data protection and compliance

    How safe is your customer’s data from misuse or theft and to what extent does your company’s processing of this data comply with legal regulations?

    Quick adaptability to new requirements (new offers, prices, etc.)

    How flexibly can you react quickly to new requirements with your systems?

    Integration of CRM-related IT systems

    Is there a leading customer data system in your company and to what extent is it integrated with the other systems?

    Management of customer profiles and provision of customer-related data via a platform

    Do you have a 360-degree view of customers and can you provide this to your business via a suitable platform?

    Mobile CRM applications for employees

    Can you provide Sales, Marketing and Customer Service with your relevant applications for mobile devices?

    Analytics/big data functions

    To what extent are you able to process large data volumes from digital channels and make resulting insights available to business units?

    e-commerce and mobile commerce functions

    Can your customers source your products and services online and is the quality of the customer experience the same no matter what terminal was used?

    Artificial intelligence (e.g. for predicting customer behavior, chatbots to dialog with customers, etc.)

    What role does artificial intelligence currently play in the management of your customer relationships and how relevant is this issue for your company?

    Thank you for your assessment and evaluation!

    To calculate your CX Readiness and have it sent to you, please provide your email address.

    After submitting this form, you will receive an email containing a link to view the result of your CX Readiness!

    To get in contact with you we need the information marked as required. We use your personal information for our services and responding to inquiries.