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For Customer Experience Professionals

Introducing The B2B Tech Customer Experience Index

Great B2B Customer Experiences Spring From A Series Of Positive Individual Interactions

August 1, 2016

Authors

Why Read This Report

Over the past decade, Forrester has used the CX Index to help consumer brands assess their experiences' business value. Now, we've created a version of the CX Index that addresses the unique needs of customer experience (CX) pros in business-to-business (B2B) technology companies: So we're introducing the B2B Tech CX Index here. This new methodology helps B2B tech firms assess how different stakeholders experience the firms and how these aggregated experiences drive the business' ability to engender loyalty in these accounts.

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Table of Contents

  • The B2B Tech CX Index Exposes The Complexity Of B2B Experiences
  • Early Results: CRM Vendors Have Much Room For CX Improvement
  • Recommendations

  • Rally Your CX Ecosystem To Improve Experiences With Our Tool
  • Supplemental Material
  • Related Research Documents

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