Maxie Schmidt-Subramanian and I are collaborating on a new report on how B2B companies can make the business case for customer experience (CX). And we'd love your input.
How will clients benefit from this report?
With longer sales cycles, fewer customer accounts, and an abundance of client roles and influencers, B2B companies are challenged in making the link between improving CX and financial results. But without this link, B2B companies will struggle to get adequate funding to sustain their CX programs over the long term. To help CX professionals at B2B companies overcome challenges to justifying their CX programs, this report will explore:
- What do customer and business data CX pros need to collect to support their business cases?
- Which are the right metrics for modeling the relationship between CX quality and business success?
- How can CX pros apply their models to proactively improve business outcomes?
We'd love for you to contribute to the research.
If you have experience in making the business case for CX with B2B clients — whether as part of a CX team or other stakeholder groups in a company with B2B clients or as a consultant/vendor — Forrester would like to invite you to participate in a 45- to 60-minute phone conversation to discuss this topic. This interview will inform our report, but we will respect any request for confidentiality.
If you are interested in contributing, please contact Curt Nichols (research associate), me, or Maxie.