Best Practice Report

Keys To Implementing A B2B Customer Experience Program

Lessons Learned From The B2B Track Session At CX NYC

TJ Keitt
 and  four contributors
Jul 24, 2019

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.

Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).