Best Practice Report

How B2B Companies Make The Case For Customer Experience

Build A Burning Platform To Spark Action

June 24th, 2015
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Deanna Laufer, null
Deanna Laufer
With contributors:
Laura Ramos , Harley Manning , TJ Keitt , Carla O'Connor

Summary

Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficient insight into their clients’ experiences to difficulty isolating the role that CX plays in business success. This report describes how companies like Cisco Systems, Sage Software, Schindler, Shell, and Tetra Pak have conquered these challenges and built a burning platform — a compelling argument that drives urgency — for their CX initiatives.

Want to read the full report?

Contact us to become a client

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.