Category: Customer Experience Management
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In 2013, Walker Information published the results of a study regarding the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations. In this research, study participants said they expected customer experience to surpass product and…
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Today’s customers clearly expect great experiences. But most of their expectations are focused on a few critical interactions. What most customers really want is fast and responsive service that addresses their needs, solves their problems, or makes their lives easier. A recent study by the CMO Council and SAP Hybris provides several important insights regarding…
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Customer experience is the new competitive battleground in B2B, and many companies are making big investments to deliver great experiences via digital channels. But, company leaders must remember that great customer experiences still need a deft human touch. Providing great experiences to existing and potential customers has become a competitive necessity for all kinds of…
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Delivering great experiences to existing and potential customers is rapidly becoming a vital source of competitive advantage for many B2B companies. Recent research indicates that most B2B companies expect to be competing primarily on the basis of customer experience in the very near future. The starting point for improving customer experiences is understanding what interactions…
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One of the most profound business developments of the past few years has been the proliferation of companies using subscription-based business models. Of course, subscription-based businesses aren’t new. We’ve been subscribing to newspapers and magazines for decades. What is new is that more and more kinds of goods are being repackaged as services and sold…