Lynn Hunsaker: Customer Experience ROI Handbook
How to Increase Synergy in B2B Voice-of-the-Customer
If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. We...
Account Teams in B2B Customer Experience: Help Me Help You
A dedicated sales force plays a key role in business-to-business customer experience management (B2B CXM): the typical sales cycle ranges from three to twelve...
B2B Customer Experience: Do This, Not That
Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business...
Customer Experience ROI Opportunities in B2B Touchpoints
Are you accelerating repurchases through your customer experience touch-points with industrial customers? What's unique in business-to-business customer experience is the extensive interactions between the...
B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views
Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the...
Understanding Business-to-Business Purchase Decisions
Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative
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Business-to-Business Customer Experience: What’s it Like?
What is it like to be a customer when both you and your suppliers are manufacturers? More than meets the eye. And a...