Best Practice Report

Keys To Implementing A B2B Customer Experience Program

Lessons Learned From The B2B Track Session At CX NYC

July 24th, 2019
With contributors:
Sam Karpinski , Harley Manning , 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.

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