The benchmark gathers the views and experiences of L&D professionals and people responsible for customer strategies to explore how technology can help deliver results in this critical business area. The survey results will uncover what top performing organisations are doing to achieve real improvements in the customer experience.

Why get involved?

A well-implemented customer strategy is critical for commercial success and brand health. The fact that ten million customers have stopped doing business with a company in the last six months due to a poor customer experience was revealed in the Ken Blanchard Companies Industry Report 2012. Against this backdrop, it's not surprising that competitive organisations have a robust plan to drive better relationships with customers.

The use and impact of technology in supporting customer-strategy implementation is increasing year by year. Laura Overton, MD for Towards Maturity reports, "Last year our Annual Benchmark highlighted that 77% of organisations employing learning technologies for product knowledge, brand awareness, and customer service are reporting an increase in customer satisfaction. This vital area deserves closer examination."

This new, speedy benchmark targets how learning, and specifically the use of technology, is being used by organisations to build stronger relationships with customers and equip employees with the skills to progress this key area.

The deadline for completing the survey is 13 April 2012, and the final report is due out in May.