Best Practice Report

Keys To Implementing A B2B Customer Experience Program

Lessons Learned From The B2B Track Session At CX NYC

July 24th, 2019
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , Sam Karpinski , Ben Salamin , Shayna Neuburg

Summary

Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. Before acting, evaluate the impact of improving all drivers, so that you can focus on the areas that will have the greatest business value. A customer success management (CSM) program can help you to understand clients’ needs so that you can help them to effectively use the product to meet their business goals. This report shares highlights from the speakers at the B2B CX track at Forrester’s 2019 CX NYC Forum, with a particular focus on how companies ensure that both they and their customers get value from B2B CX.

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.