The Total Economic Impact of Qualtrics CustomerXM
38M reasons why we believe the world’s leading brands choose Qualtrics for customer experience management.
The October 2019 Qualtrics-commissioned study The Total Economic Impact™ of Qualtrics CustomerXM, conducted by Forrester Consulting, found that a composite organization, based on Qualtrics customers using the customer experience solution, achieved:
- 633% Return on Investment over three years
- Benefits equaling $38.4M, with a net present value of $33.2M
- $24.5M in improved customer care support and service
- $12.3M in increased customer retention and reduced cost of acquisition
- $1.7M in avoided costs of previous surveys and analytics tools
- A payback period of less than 3 months
Other benefits included:
- Support in transitioning to a data-centric and customer-centric culture
- Leveraging a robust partner ecosystem for complementary services
- Flexibility to tailor and grow their programs according to specific needs