Best Practice Report

Customer Experience in B2B Channels: Foundation and Execution

January 1st, 2018


B2B suppliers often fail to include channel partners in planning and executing their customer experience (CX) efforts. The channel is often a blind spot for CX initiatives. Despite B2B firms’ growing recognition of the importance of CX, they often overlook channel partners’ role and the experience of their customers. To deliver high-quality CX, pay attention to the complete experience, including direct and indirect interactions, which requires considering partners and their customers when assessing areas of the CX landscape like customer marketing, online experience, and account management. This report outlines foundational and execution areas of CX and how to apply them in the channel.

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.