My formula for creating a great business-to-business (B2B) customer experience and customer service can be summarized in one sentence: The best way to help your B2B customers is to help them do their ...

Why is it that B2B customer experience (CX) ratings fall so far behind their equivalents in the B2C market? Global consulting firm McKinsey reports that B2C companies tend to receive satisfaction ...

In B2B organizations, clients increasingly expect a seamless, personalized and efficient experience. An elevated customer experience (CX) is no longer just a “nice-to-have” — it’s essential for ...

Prospects are audience members whose brand engagement levels indicate they could become customers. Learn where to find B2B ...

There is substantial evidence correlating positive customer experience with business growth. Most customers spend more as a result of a positive customer experience, and more than half of customers ...

In the dynamic landscape of B2B commerce, businesses are continuously seeking innovative strategies to stay ahead of the competition. Assisted sales, a concept that combines technology and ...

Customer churn is a top concern for any business—but especially B2B firms. If you aren't able to get on top of customer retention, your bottom line can be completely devastated. The best way to reduce ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. With all the things B2B companies must do to be successful, ...

Business-to-business (B2B) marketing has long been deemed the poor cousin of its consumer-focused counterpart. But B2B brands can no longer afford to lag behind consumer brands when it comes to ...

Execution, not vision, is the real B2B commerce problem. Most initiatives fail when pricing, contracts, data and workflows ...