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Building customer relationships starts with creating an exceptional experience across all touch points of the customer journey. But what does a successful customer experience look like for B2B organizations and how are marketers working to improve their strategies?
To help you answer this question, Ascend2 and Insightly fielded the Building Better Customer Experiences Survey. This report, titled Building Better B2B Customer Experiences, represents the opinions of the 111 marketing professionals responding to the survey who operate exclusively in the business-to-business (B2B) space.
Peek inside: The customer experience has become a key differentiator for B2Bs and when executed successfully, gives organizations a strong competitive advantage. In fact, 100% of the B2B marketers surveyed agree that delivering an exceptional customer experience is important. 83% of B2B marketers that it is extremely important to success while another 17% of those surveyed say it is somewhat important.
Budgeting for improved customer experience may show up in additional heads on the customer service team or in a training resource across the whole company. However it also may show up in the tech stack as an investment in a chat bot or even a customer survey tool. As such, planning for it involves multiple teams and a variety of resources. This is why it can feel complex.
Methodology: Survey respondents were 51% owner/partner/C-level, 35% Vice President/Director/Manager, and 14% non-management professional. Company size ranged from more than 500 (14%), 50-500 (22%) to fewer than 50 (64%). It includes eight insightful data points to help you and your organization in your quest to build better customer experiences. This research has been produced for your use. Put it to work in your own marketing strategy. Clip the charts and write about them in your blog or post them on social media. Please share this research credited as published.