SMARTGROUP™ AT-A-GLANCE
Latest Customer Experience (CX) Trends for B2B to Increase Growth
ABSTRACT
This SmartGroup™ of experts is dedicated to exploring and understanding the biggest trends and drivers, practices, measurements, challenges and opportunities regarding how to get strategic about taking CX to the next level, and the areas that will impact customers, businesses and CX professionals the most. SmartGroup™ members nominate and vote on future topics to explore as the platform curates weekly reports that develop the reputation of its contributors and enable other professionals to stay relevant on the topic.
PARTICIPANTS
OBJECTIVES
1. : Determine the challenges, drivers, trends and frictions specific to the scope.
2. : Develop a thorough list of alternatives, their strengths and weaknesses, supported by examples.
3. : Define the key characteristics that would need to be true to make the desired impact.
4. : Define the recommended path(s) for a viable solution and identify the critical success factors in deployment.
End Date:
CONTRIBUTIONS
ACTIVITY
367 Days
17 Themes
32 Contributors
74 Posts
75 Comments
79 Followers
OUTPUTS
None yet
THEME #2
CX in B2B
THEME SUMMARY
Corporations need to understand and address their customer's pain points in order to create noteworthy Customer eXperiences. They must build long term relationships rather than focus on short term gains.
- Creating satisfying B2B CX engagements is challenging because enterprises often invest in complex Big Ticket items that come with high levels of complexity and requrire comprehensive support.
- Understanding what a customer needs starts with asking the right questions about their business and probing to ensure that your perceptions align with their reality.
- Corporations must examine the buying process from start to finish, which entails servicing rather than just delivering their goods. Customer journey maps provide a framework to illustrate the process.
- A solid digital technology foundation that provides corporations with a variety of digital touch points is a cornerstone of satisfying B2B customer experiences.