The Definitive Guide to B2B Customer Experience | CustomerGauge The Definitive Guide to B2B Customer Experience

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The Definitive Guide to B2B Customer Experience

It's time for a shake-up in the world of B2B CX. Discover the account-based CX best practices that will transform your client relationships and turn your Account Experience program into a revenue-generating asset.

Free eBook

The Definitive Guide to B2B Customer Experience

It's time for a shake-up in the world of B2B CX. Discover the account-based CX best practices that will transform your client relationships and turn your Account Experience program into a revenue-generating asset.

What You'll Learn


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.

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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.

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Feedback Management 

Discover how account experience best practices in feedback management cannot only improve satisfaction, but increase retention sales (+15%) and referral sales (+35%). 

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Account Growth

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. 

Checklist

Solution Checklist

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

What's Inside


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. 

01

The State of B2B CX

The B2B CX Gap

Why B2B CX Programs Fail

Account-Based CX

02

Introducing Account Experience

Vs. Customer Experience

Vs. Customer Success

The Account Experience Model

03

B2B CX Experience Management

Account Sentiment

Voice of the Account

Employee Experience Decoded

Closing the Loop in B2B

How to Conduct Business Review

04

B2B CX Growth Management

Account Intelligence

Reactionary to Predictive

Churn Management 2.0

Up-selling & Cross-selling

Referral Marketing & Reviews

05

Bonus: Getting Started with a B2B CX Program

Steps to B2B CX Success

CX Software Checklist

Next Steps

B2B Leaders

Creating CX Success Stories

  • “We have seen a sharp reduction in churn. Within the last two years alone, we've seen a 50% bump in retention.”

    TJ Waldorf Aaeaaqaaaaaaaa0 Jaaaajdji Odjl Y2 Rj Lwmx Nz Yt Ndu0 Os04 Mwq1 Lwfj Mz Y0 Zgi0 Yz M4 Zq 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 Oq5V Tvs5 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 Humphery Customer Success Specialist

Take the B2B CX Assessment


See how your CX program stacks up against the competition and best practices for future success.