Organised by Deloitte
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New Deloitte Digital research shows how adopting human-centric strategies and capabilities helps B2B companies win over customers and set themselves apart—in quantifiable ways.
B2B relationships are inherently complex, with buying cycles that stretch for months, even years, and with multiple decision-makers and influencers involved along the way. High dollar values—and company reputations—are on the line. Personal stakes are high too, with jobs at risk if transactions go awry. Current customers also represent a large share of ongoing revenue potential, but only if they are satisfied and get value from what they buy. Yet with these and other complexities, B2B has always been, at its core, about people. For customer experience leaders, the benefits of providing best-in-class customer experience show up on their bottom lines. Our research showed that B2B CX leaders were 18% more likely than laggards to have exceeded their revenue goals in the previous 12 months. In fact, customers surveyed are on average 34% more likely to buy and 32% more likely to renew a contract with B2B-leading suppliers that master customer experience.
Join our webinar with Forrester analyst Laura Ramos to learn about our commissioned research and the approaches that many leading companies are taking to humanize B2B interactions.