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For Customer Experience Professionals

Customer Collaboration Powers B2B Customer Experience

Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth

March 25, 2015

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Why Read This Report

Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given account, this can seem like a daunting task. The solution? Customer experience (CX) professionals must build a collaborative environment within their CX ecosystem based on the reciprocal exchange of value: Each of the client's constituents receives the help they need to achieve their goals while the vendor gets guidance on how to improve and better deliver its products and services. This report helps CX professionals create this mutually beneficial collaborative environment within their ecosystems.

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Table of Contents

  • B2B Firms Grow When All Of A Client's Stakeholders Reach Their Goals
  • B2B CX Ecosystems Have Structural Barriers To Collaboration
  • Design A Collaborative Framework That Defines The Ecosystem
  • Measure Customer Collaboration Success By Business Growth
  • RECOMMENDATIONS

  • Break Down Information Silos Within Your CX Ecosystem
  • WHAT IT MEANS

  • Enterprise Collaboration Will Become A Core B2B CX Competency
  • Supplemental Material
  • Related Research Documents

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