Lynn Hunsaker: Chief Customer Officer Playbook
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 end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company...
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 samples at the account level may not be representative at all when it comes to what really drives decisions...
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 large percentage of the world’s gross domestic product comes from these customers. You’ll find them in industries such as...