Our 2021 B2B Marketing Monitor research found that delivering an excellent CX throughout the entire customer lifecycle is the top priority challenge being addressed by B2B marketers & insights professionals in 2021.
In fact, improving the customer experience has been the top priority challenge for a number of years.
Despite this, only 1 in 5 (22%) of B2B organizations are defined as a CX Leader – those who are strong on at least 5 of B2B International’s 6 CX excellence indicators.
So, for the majority of B2B organizations, an increased focus on the customer experience is not leading to improvements in performance.
To address this gap, we’ve identified the 5 most-important things that organizations should be doing if they want to move the needle and drive real improvement in their customer experience.
Check out the 5-step framework in the infographic below:
[Click image to enlarge]
