by Janet Gerhard | Jan 12, 2018 | Blog
Among Forrester’s just released 2018 customer experience predictions is its belief that B2B firms will move from “just selling” to customer success management (CSM). It is their contention that CSM practitioners earn trust by strengthening CX management maturity...
by Janet Gerhard | Dec 22, 2017 | Blog
In 2013 Walker released a forward-thinking view of B2B customer experience in the year 2020. Now, four years later Walker’s follow-up report, Customers 2020: A Progress Report, set out to gauge what customer expectations and trends are still relevant as 2020...
by Janet Gerhard | Oct 5, 2017 | Blog
According to just-released research from Accenture, complex customer buying journeys and disconnected channel partner networks are preventing B2B companies from delivering the personalized customer experiences that drive loyalty and growth. ‘B2B Customer Experience...
by Janet Gerhard | Sep 30, 2017 | Blog
It’s been a dramatic last 10 years for B2B sales teams. What worked a decade ago now makes modern buyers run for the hills. B2B sales cycles have changed. Salespeople and buyers have a new relationship with one another, and it has directly impacted the sales process....
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