Channel Insider content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More.

In B2B World, Earnings Hinge on Customer Service

Influential FactorInfluential Factor

71% of executives said their customers’ rising expectations for a convenient experience affect how to engage with them.

Continuous MonitoringContinuous Monitoring

70% said their customers are always monitoring and evaluating their suppliers; this requires a more flexible, ongoing engagement.

Useful KnowledgeUseful Knowledge

93% of master customer experience B2B organizations understand the importance of customer experience strategy and execution capabilities, compared with 57% of laggard organizations.

Data-DrivenData-Driven

65% of masters value customer metrics as a way to lend insights to improve the customer experience while only 10% of laggards do.

Big SpendBig Spend

78% of masters plan to increase their customer experience budget significantly in the next fiscal year, as opposed to just 20% of laggards.

Motivated WorkforceMotivated Workforce

91% of masters provide employee incentives to achieve needed customer experience outcomes while only 47% of laggards do.

Watchful EyeWatchful Eye

93% of master businesses reported that they’re good at tracking overall customer experience delivery to measure the value impact and identify improvements while 61% of laggards said they are.

Simplifying MattersSimplifying Matters

92% of master companies indicate they perform well in dealing with complexity organization-wide, compared with 51% of laggards.

Team ApproachTeam Approach

90% of master organizations consider collaboration throughout functions and with partners important, but only 55% of laggards do.

Enlightened InteractionsEnlightened Interactions

93% of master businesses indicate that they perform well in identifying differentiated experiences that align with customers’ needs and expectations, compared with just 55% of laggards.