Best Practice Report

Understand B2B Customer Experience Quality To Improve Loyalty

Forrester’s B2B SaaS CX Index™ Reveals Factors That Influence Brand-Specific Loyalty

November 7th, 2022
Laura Ramos, Vice President, Principal Analyst
Laura Ramos Vice President, Principal Analyst
Michelle Yaiser, null
Michelle Yaiser
With contributors:
Rick Parrish , Amy Bills , Kate Leggett , Su Doyle , Alesia Garrett , Kate Pierpont

Summary

Most B2B firms struggle to measure the right customer-related KPIs and then use them to set customer experience strategies that deliver value for the customer and predictable revenue growth for the company. Forrester’s B2B SaaS Customer Experience Index (CX Index™) provides a statistically powerful framework that captures how customers perceive the quality of their experiences. B2B teams can use the study to understand how the quality of B2B customer interactions among software-as-a-service (SaaS) providers affects loyalty behaviors and identify which experiences are most likely to drive these behaviors.

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