No matter your sector — and especially if you are a B2B company — you are in the “service business.”
The benefit of putting customers at the very center of your business operations is now a well-proven strategy for businesses across every sector. For B2B enterprises, the stakes of a customer-centric orientation are even higher, as the value of any one relationship increases.
Analysts from McKinsey to Gartner — to the editors of Harvard Business Review — have documented bottom-line benefits from an improved Customer Experience (CX).
Most companies (>89%) believe they need to achieve better service. Analysts continue to help them quantify the stakes in terms of KPIs like the ease of selling to a customer vs. a cold prospect (14x easier) and the measureable value of customer satisfaction (140% increased spending vs. non-satisfied customers.)