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Study Finds Customer Experience (CX) a Rising Priority for Business-to-Business BrandsThe results are in from a new Business-to-Business (B2B) Customer Experience (CX) study conducted by CustomerThink.com with support by InMoment™. The report reveals that customer experience is becoming an increasingly critical priority for B2B companies, garnering more investment and driving business success. Bob Thompson, CEO of CustomerThink, an independent research and publishing firm focused on customer-centric business management, conducted the study among B2B companies in a range of industries from around the world. Of the 135 organizations that responded, 100 reported having a customer experience initiative in place, defined as "a focus on improving customer experiences to achieve business outcomes." "Business-to-business enterprises have always had a strong incentive to create and sustain long-term customer relationships," said Bob Thompson, publisher and editor-in-chief at CustomerThink.com. "What's been missing, however, has been an enterprise-wide focus that encompasses the complete customer experience." The new study provides insights into how companies define CX objectives, internal factors that drive success obstacles and opportunities. Following are a few highlights:
For more information about InMoment or to view the report visit http://choose.inmoment.com/b2b_customer_experience. About InMoment InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to more than 350 brands in 95 countries. The company is the leading VoC vendor for the food services, retail, and contact center industries, with expertise in B2B, financial services, lodging, and numerous others. For more information, visit http://www.inmoment.com. View source version on businesswire.com: http://www.businesswire.com/news/home/20150930005591/en/ |