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Research

Business-to-Business Customer Experience Best Practices

Although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals. This report includes 20 best practices that B2Bs can emulate when applying those competencies across these five key business processes: sales and account management, implementation/project execution, support and issue resolution, partner alignment, and product management and innovation. To assess your organization’s CX maturity, use our Experience Competency Assessment and compare the results to data from other large B2B firms to chart your path to improvement.

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