New research on B2B CX: Drive strong relationships and revenues through the new B2B (report)
| New research on B2B CX: Drive strong relationships and revenues through the new B2B (report) | |
|---|---|
| Published By | Articles by Deloitte |
| Publish Date | Feb, 2023 |
| Authors | Tim Greulich, Jen Buchanan |
| Topics | B2B, Customer experience |
| Statistics | |
| Article Size | words |
| Diagrams | Yes |
| Downloadable Version | Yes |
| Reviewers | |
| Page Owner | Nikolay Sidelnikov |
| Summary Author | Nikolay Sidelnikov |
Abstract
The report New research on B2B CX: Drive strong relationships and revenues through the new B2B by Deloitte Digital describes the behavior of B2B customers looking for the same kind of customer experience (CX) they enjoy in their personal shopping and explains how smart B2B organizations are putting CX at the heart of their digital transformations. Authors describe how organizations with the most robust CX strategies and capabilities have overcome challenges, embraced evolving customer expectations and solidified their gains.
The report content:
- High-impact CX solves new challenges.
- Continuous focus drives optimized CX operations.
- Front-runners tap data to tailor experiences and offers.
- New self-service solutions make it easier for customers and curb expenses for sellers.
- New levels of personalization elevate CX.
- Heightened focus on CX lifts bottom lines.
A quote about the research:
In mid-2022, we commissioned Forrester Consulting to follow up on our 2020 B2B CX research by conducting paired surveys with 319 B2B purchase decision-makers (buyers)and 315 B2B sellers across technology / tech services, manufacturing / materials, financial services / insurance, consumer product goods, health care, life sciences, retail (including wholesale), oil / gas and telecom. The maturity model that identified the new B2B front-runners among sellers was based on self-reported CX capabilities, strategies, customer communications and success in achieving revenue and CX goals.