1、T L-01692-01-N A|2021 IN M O M EN T,I N C.LETS STATE THE OBVIOUS.B2B Brands Require a Unique CX Approach B2B organizations sell products and services to other organizations to enable the end customer to benefitand this makes collecting feedback from the right party a lot more difficult than it is fo

2、r B2C companies.In a B2B environment,instead of receiving feedback from the end customer,feedback is required along the journey and includes the different departments,organizations,and channels that enable the product or service to be delivered to the end customer.Improving experiences as a company

3、that sells products and services to companies with multiple lines of business,various stakeholders,and competing priorities requires a completely different setup than traditional B2C companies.However,many of the fundamentals of customer experience(CX)success remain the same.The CX Opportunity for B

4、2B BrandsMany B2B companies state that customer experience is a priority,but it seems that the path to B2B customer experience isnt as direct as it is A Guide to Building Customer-Centric B2B Experiencesfor B2C.According to Forbes,B2B companies have an average customer experience score of less than

5、50%,far lower than 65%-85%for B2C companies.And while that statistic may seem bleak,it actually reveals an incredible opportunity for B2B brands to improve experiences(and the bottom line).In fact,a recent Salesforce study supports the need for building a customer experience focus,with 80%of custome

6、rs saying that the experience a company provides is just as important as its products or services.This is confirmed by the same proportion of B2B buyers(86%)who are willing to pay more for a great customer experience.Its clear that B2B companies have a lot to gain from investing in customer experien