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B2B leaders know the critical importance that customer experience plays in the bottom line success of their brand. However, few of these leaders and organizations feel they have any real control over their CX strategy. We in the industry call this the “B2B CX Gap,” and it’s crippling B2B enterprises from modernizing and distinguishing their customer experience. Luckily, there's a way out. In this eBook, we'll look at B2B CX best practices for bridging the gap.
The State of B2B CX
90% of B2B leaders believe that customer experience is a crucial business priority. But only 28% believe they have any influence on their CX program.
Discover how account experience best practices in feedback management cannot only improve satisfaction, but increase retention sales (+15%) and referral sales (+35%).
B2B companies that excel at CX and retention growth outperform the competition. Learn how these leaders achieve 20% higher up- and cross-sales and 2x referral sales.
The CX market is rife with “jack-of-all-trade” solutions. But what makes sense for your company? Download a checklist of best practice features to support your program.
Table of Contents
In this free eBook, we’ll delve into the state of business-to-business customer experience, best practices for closing the CX gap, and discuss how B2B companies can use CX technologies to streamline their sales and customer experience strategies.
The State of B2B CX
The B2B CX Gap
Why B2B CX Programs Fail
Introducing Account Experience
Vs. Customer Experience
The Account Experience Model
B2B CX Experience Management
Voice of the Account
Employee Experience Decoded
Closing the Loop in B2B
B2B CX Growth Management
Reactionary to Predictive
Churn Management 2.0
Up-selling & Cross-selling
Referral Marketing & Reviews
Bonus: Getting Started with a B2B CX Program
Steps to B2B CX Success
CX Software Checklist
“We have seen a sharp reduction in churn. Within the last two years alone, we've seen a 50% bump in retention.”
TJ Waldorf VP of Inside Sales & Marketing
“We have moved beyond claiming to be a customer-centric organization - now we have the evidence to back it up.”
Craig Scowen Market Development Manager
“Thanks to real-time feedback and Digital Signage showing live customer comments and Net Promoter Scores, our team is more aligned in improving the customer experience.”
Humphrey Geldof Customer Success Specialist