Essentials Report

The Definitive Guide To Forrester’s B2B CX Research

How B2B Firms Drive Growth, Loyalty, And Long-Term Resilience With CX

September 21st, 2022
With contributors:
Rick Parrish , Judy Weader , Sam Karpinski , Harley Manning , Daniel Portillo , Ananya Suresh , Shayna Neuburg


Customer experience (CX) is a growth, loyalty, and resilience driver for B2B firms. This guide to Forrester’s B2B CX research includes examples of what successful B2B programs do: improve buying journeys; support sellers; create new market opportunities; improve onboarding, service, and support journeys; establish customer success functions; design products and services that customers want; and reinforce a customer-centric culture.

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