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Businesses Are Customers Too: Drive Growth Through Game-Changing B2B Customer Experience
Jim Tincher
Hardback. Wonderwell 2022-10-01.
ISBN 9781637560181
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Hitta bokens lägsta pris
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Förlagets beskrivning
A proven playbook for 60% of the American economy: B2B organizations make up 60% of the economy, but there are very few resources to help them organize their efforts around customers. This book fills a wide knowledge gap.
Business to business lags behind business to consumer in Customer Experience: The Qualtrics' XM Institute's research shows that 80% of B2B companies lag behind their B2C counterparts in customer experience. Furthermore, according to Venturebeat.com, recent data shows that poor supplier relationships are currently such a plaguing customer experience challenge that as many as 84% of B2B buyers would buy from a supplier that they had a great relationship with—even if the terms of business were less preferential.
The solution to an urgent need: Current research shows that many B2B organizations don't value customer experience or see it as an important aspect of their business, but this is changing as per industry insiders (see last point below). This fact is also confirmed by data commissioned by Sana Commerce, which states that 94% of B2B buyers encounter customer experience challenges and 39% cite that their poor relationships with suppliers is one of their top challenges. Companies building effective CX strategies are benefiting from customer retention and acquisition. Companies that neglect CX or do it poorly will be left behind.
On trend with growing demand: According to a recent issue of B2B Marketing, clients will expect deeper level of customer service and a higher level of emotional intelligence. Businesses Are Customers Too presents a case for understanding the emotions and behavior surrounding the customer experience; this book also provides tools for growing and measuring the success of CX
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Businesses Are Customers Too: Drive Growth Through Game-Changing B2B Customer Experience
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