B2B customer experience

This paper argues that most business-to-business companies need to master the basics of customer experience (CX) management.

B2B customer experience

Bruce TemkinTemkin Group

Bruce Temkin, of the Temkin Group, examines how B2B companies are putting resources into improving their customer experience, as they realise it's the key to brand loyalty.

Customer experience (CX) is gaining attention, and within business-to-business (B2B) organisations it is a key driver of loyalty. Meanwhile, clients and prospects, which instinctively compare business interactions with their consumer experiences, are raising their expectations of B2B relationships.

Companies may be the customers, but people make the decisions. That's why B2B organisations find their customers compare them to the experiences they have as consumers, and find...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands