How B2B Firms Improve Customer And Partner Experience
March 14, 2012
Why Read This Report
Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers perceive their experiences to be worse than those delivered by bottom-of-the-barrel consumer industries such as TV service providers and health insurance plans. This report explains why strong customer experience mastery is as valuable to B2B firms as to firms in consumer-focused industries. We show examples of B2B firms applying best practices from each of the six customer experience disciplines — strategy, customer understanding, design, metrics, governance, and culture — and driving solid business value as a result.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Myths Contribute To Poor B2B Customer Experiences
- A Disciplined Approach To Improving B2B Customer Experience
- Include Partners In Improving The B2B Customer Experience
- Supplemental Material
- Related Research Documents
Design Methods In The Age Of The Customer
July 8, 2015 | Allegra Burnette
Take An Iterative Approach To Digital Banking Strategy
December 22, 2016 | Peter Wannemacher
The Visionary's Guide To Digital Store Planning
July 28, 2016 | Adam Silverman