Customer experience (CX) for business-to-business companies involves different metrics than B2C because the "customer" is a company. A new report from Forrester Research examines best practices for B2B CX measurement.
The report, "How Three B2B Firms Measure Customer Experience" [fee required], looked at the ways three companies – UnitedHealth Group’s Optum, Cisco and Pitney Bowes – determine the quality of customer experiences and how they promote improvement. There are obviously different metrics across industries, but the report finds several common takeaways.
Tips on Measuring B2B Customer Experience
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