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 Forrester Wave™: Conversation Automation Solutions For B2B, Q1 2024 — Five Key Takeaways

Jessie Johnson March 27, 2024
We've evaluated the nine most important conversation automation solution vendors. Learn what’s changed since we evaluated the market three years ago
Blog

Younger Generations Are Shaking Up B2B Buying — Are You Prepared?

Amy Hayes March 25, 2024
Millennials and Gen Zers now comprise nearly three-quarters of B2B buyers. To succeed, B2B marketing, sales, and product teams must understand these buyers’ preferences.
Blog

Discover The Future Of Boundless Experiences At CX Summit North America 2024

Rick Parrish March 11, 2024
Join us in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.
Blog

Customer Success Platform Consolidation Reflects Market Dynamism

Shari Srebnick February 28, 2024
Customer success platform vendors Totango and Catalyst have announced plans to merge. Is this the start of an acquisition trend in the space? Find out more in this analysis.
Podcast

The Trust Advantage For B2B Firms

What It Means February 15, 2024
Trust is paramount in high-stakes B2B buying relationships. How can B2B companies build and maintain trust among buyers? VP and Principal Analyst Ian Bruce explains on this episode of What It Means.
Blog

Are B2B Buyers Cowards?

Ian Bruce January 24, 2024
No matter how big a game a buyer talks, less than a third of all buyers are risk-tolerant. Trust is the remedy to risk — and trusted companies are more likely to win and retain customers and enjoy a strong buyer preference.
Blog

B2B Summit North America 2024: Your Ticket To Turning Disruption Into Growth

Srividya Sridharan January 23, 2024
Explore the strategies and tools needed to drive customer-obsessed growth at our premier event for B2B marketing, sales, and product teams.

Supercharge Your APAC B2B Success — And Save $200

Register by June 28 to save $200 on B2B Summit APAC in Singapore. Access growth, revenue, alignment, sales, genAI, and product strategies to boost your brand success.

Blog

The $1M Mistake: Why Localization Prioritization Misses The Mark

Kathleen Pierce January 2, 2024
Companies waste millions when they don't prioritize localization based on customer preferences. Learn about a new Forrester tool that can bring needed clarity.
Blog

CX Transformation Is Tough — Equip Your Org To Go The Distance

Su Doyle December 27, 2023
Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases. Regardless of how much distance you have covered on your transformation journey, how many projects […]
Blog

Announcing The Forrester Wave™: Digital Experience Platforms, Q4 2023

Joe Cicman December 13, 2023
Your options in the world of digital experience platforms (DXPs) are evolving quickly. Selecting the technology to power your enterprise’s digital presence is not simple — that’s why clients working with us are best for the job. With Forrester research by your side, you have insightful, easy-to-read evaluations of your options. You also have direct […]
Blog

The Commerce Solutions For B2B Landscape, Q4 2023: A Stoic Perspective Cuts Through The Static

Joe Cicman November 16, 2023
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.
Blog

Power Up Your Customer Success And Customer Marketing Partnership

Laura Ramos September 13, 2023
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

Shari Srebnick August 3, 2023
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?

Pete Jacques July 25, 2023
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

John Arnold July 25, 2023
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.

Adapt To EMEA B2B Buyer Change — And Save £200

Register by July 19 to save £200 on B2B Summit EMEA in London. Discover how to adapt your marketing, sales, and product strategies for complex buyer scenarios, longer sales cycles, genAI, and more.

Blog

Six Ways That B2B CMOs Can Make Customer Obsession Real

Matthew Selheimer May 30, 2023
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

Maxie Schmidt April 11, 2023
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

What It Means March 30, 2023
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. 
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