Trends Report

Customer Collaboration Powers B2B Customer Experience

Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth

March 25th, 2015
With contributors:
Harley Manning , Curt Nichols

Summary

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.

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.