The B2B Customer Experience Function

January 1st, 2018

Lisa Nakano

Summary

B2B organizations often have a customer experience executive or team, but this function should never be the only one focused on the post-sale experience. High-quality customer experience relies on cross-functional alignment across sales, marketing, support, product, and other teams. The customer experience function must deliver a foundation for cross-functional strategy and alignment while also focusing on customer-facing execution activities.

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