Deanna Laufer and I are collaborating on a new report on How to make the case for customer experience in B2B. And we'd love your inputs.
How will clients benefit from this report?
With longer sales cycles, fewer customer accounts, and an abundance of client roles and influencers, B2B companies are challenged in making the link between improving customer experience (CX) and financial results. But without this link, B2B companies will struggle to get adequate funding to sustain their CX programs over the long term. To help CX professionals at B2B companies overcome challenges to justifying their CX programs, this report will explore:
· What customer and business data CX pros need to collect to support their business cases,
· Which are the right metrics for modelling the relationship between customer experience quality and business success, and
· How CX pros can apply their models to proactively improve business outcomes.
Please contribute to the research.
If you have experiences in making the business case for CX with B2B clients - whether as part of a CX team or other stakehodler groups in a company with B2B clients or as a consultant/vendor - Forrester would like to invite you to participate in our research on how B2B companies can make the case for customer experience. We would like to arrange a 45 minute - 60 minute phone conversation with you to discuss this topic. This interview will inform our report, but we will respect any request for confidentiality. Key questions for research include: