B2B CX
Customer success programs have thus far gained limited traction among B2Bs. Yet those companies that have embraced CX have seen improved customer relationships and retention. Read our best practices for strengthening B2B CX.
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Insights
Blog
The Commerce Solutions For B2B Landscape, Q4 2023: A Stoic Perspective Cuts Through The Static
Tech buyers, if you sell to other businesses through an e-commerce channel, your vendors have heard you loud and clear: You’re pursuing pragmatic growth opportunities in today’s unprecedented economic climate. The Big Picture Is Stoic Pragmatism Asset-light growth from helping existing customers do better — that’s what marketplaces do. That’s the main trend that unifies […]
Webinar
Spark An Innovation Culture With Design Thinking
Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.
Global
Don’t Miss Our Live 2024 Predictions Deep Dive
Join us on January 18 to hear from the tech, CX, and B2B analysts behind our 2024 global predictions and get an important generative AI update from Forrester’s CEO, George Colony.
Blog
Power Up Your Customer Success And Customer Marketing Partnership
Learn how top-performing customer marketing and customer success teams keep existing customers loyal and profitable.
Blog
Steering Toward Success: Three Approaches To Building Outcomes-Based Joint Success Plans
A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Are You Prepared to Include CX Metrics In Earnings Calls?
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog
How B2B Companies Will Win The Competition For Growth
The competition for growth is fiercer than ever for B2B companies. To win, marketing, product, and sales leaders need to build a growth engine based on three fundamentals that are also simple, powerful, challenging, and achievable.
60% Of Skeptics Will Use (And Love!) GenAI
Surprised? Download Forrester’s 2024 Predictions guide to see why progress will be driven by exploration — and 14 other global predictions on AI, privacy, B2B buyers, hybrid work, and more.
Blog
Six Ways That B2B CMOs Can Make Customer Obsession Real
It’s easy to buy into the idea of customer obsession — but putting it in action is hard, continuous work. Explore these concrete ways to bring customer obsession to life.
Blog
Low Measurement Maturity Remains A Challenge For CX Leaders
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]
Podcast
Why CSR Must Be More Than Purpose Beyond Profit
B2B leaders are getting serious about corporate social responsibility (CSR). But until they see it as central and not peripheral to the business, its impact will be limited, says VP and Principal Analyst Ian Bruce. On this week’s Forrester podcast, he explores the role that CSR now occupies in B2B companies and how leaders can implement meaningful CSR programs.
Blog
B2B Content: Experimentation Means Bold Bets And Cold Sweats
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.
Blog
Don’t Rely On The Butterfly Effect To Measure Business Value
It is critical for marketers and customer experience pros to align their respective metrics with shared business metrics. Use customer lifetime value alignment to achieve this.
Unleash Enterprisewide CX Innovation With Design Thinking
Learn how to establish and scale a design thinking practice to solve business problems with CX.
Blog
Explore The End Of The Customer Lifecycle At CX APAC 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]
Blog
How Are Post-Sale Customer Engagement Responsibilities Changing?
How common is customer marketing as a stand-alone function? Is customer success becoming the new customer experience (CX) at B2B firms? What is the range of responsibilities commonly shared by B2B CX teams like yours? Are you interested in the answers to questions like these? Forrester’s customer engagement research group is, too! We want to […]
Blog
Launch Your B2B Customer-Obsessed Growth Engine
Short-term strategies aimed at extracting value from your customers will fail. Learn why you need — and how to build — a growth engine that drives value for your customers and your company.
Blog
You Asked, We Answered: Questions From Our 2023 CX Predictions Webinar
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog
The Top Five Reasons To Attend B2B Summit North America 2023
Over 100 analyst-led sessions, detailed case studies and success stories, and unparalleled networking opportunities are just a few of the things that B2B marketing, sales, and product leaders can expect at this year’s event.
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
Forrester Focuses The Lens On Industry-Specific CRM Solutions
Enterprises are rapidly adopting industry-specific CRM. They are leaning into the promises to speed transitions to the cloud, to modernize the front office, and to enable enterprises to focus talent on creating brand differentiation. According to data and analytics decision-makers at enterprises from Forrester’s Data And Analytics Survey, 2022, the business priorities most frequently identified […]
Podcast
CX Teams Face Diverging Fates In 2023
The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains elusive. But there’s good news, too. One in 10 CX organizations will be stronger than ever at the end of 2023, explains VP, Research Director Rick Parrish. Find out how in this episode of What It Means.
Blog
DXP: “You Keep Using That Term. I Don’t Think It Means What You Think It Means.”
It’s not inconceivable. Rather than single-sourcing a DXP, think about your digital experience platform as being: A system of applications (and their underlying platforms) … … brought together by various vendors and agencies … … bound by APIs and events … … connected through good data … … which provides the foundation for experiences and […]
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