Report

B2B Customer Experience Priorities In An Economic Downturn

Key Customer Usability Initiatives In A Soft Economy

February 19th, 2008
With contributors:
Harley Manning, Eric Brown, Robert Muhlhausen

Summary

With the strong economy of the past few years, B2B firms have been under little pressure to improve site usability. Even in a solid business climate, the result of poor site usability is lost productivity, customer frustration, increased call center costs, and missed revenue opportunities. The weakening economy in 2008 is going to force B2B companies to take a look at everything to retain current customers, gain new ones, and drive more value from every customer interaction. Where should companies look first to improve the online customer experience?

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.