Best Practice Report

B2B Customer Experience Priorities In An Economic Downturn

Key Customer Usability Initiatives In A Soft Economy

February 19th, 2008
Alan E. Webber
With contributors:
Eric G. Brown , Harley Manning , Robert Muhlhausen


With the strong economy of the past few years, B2B firms have been under little pressure to improve site usability. Even in a solid business climate, the result of poor site usability is lost productivity, customer frustration, increased call center costs, and missed revenue opportunities. The weakening economy in 2008 is going to force B2B companies to take a look at everything to retain current customers, gain new ones, and drive more value from every customer interaction. Where should companies look first to improve the online customer experience?

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