The Rise of the Customer Experience in B2B

An Introduction to Creating a Customer Centric Organization

Why create a culture of customer centricity? For one thing, 95 percent of customer centric companies report that their customers are satisfied with their products and services, while only 46 percent of non-customer centric companies can say the same. And today, delivering a world-class customer experience is just as essential in the B2B world as it is in B2C.

However, becoming customer centric and creating an amazing customer experience in B2B business doesn’t happen overnight. Consistently delivering a phenomenal customer experience requires a collective shift in mindset and practice. It involves the improvement of workflows and value chains. In short, customer centricity requires a transformation.

Download The Rise of the Customer Experience in B2B to learn more about:

  • What defines a customer centric organization
  • The unique role of customer centricity in B2B
  • How to increase employee engagement and buy-in for the initiative
  • Strategies for training, communication, and measurement

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