B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and... very often experience the same old "traditional" system. Instead of an online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call. Does it sound familiar?
So, what is actually happening to B2B customer experiences?
Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture.
Luckily, things have changed.
This year, Forrester predicts that B2B firms will move from “just selling” to customer success management. For a growing number of B2B companies, the pathway to growth will be through CEM.
Many B2C CX practices have become universal. "Digital" has become a standard not only for B2C customer interactions but also for B2B customer experiences. So did omnichannel communications and personalization.
Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. Customer Experience is the new black.
Download this guide that we thoroughly prepared for you and learn how you can improve your B2B customer experience.