B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

B2B Customer Experience is a bestselling and practical guide to creating exceptional customer experiences for the modern B2B consumer. It explores key topics such as AI, the role of IT in customer experience, and customer relationship management. The new edition provides new case studies, tactics, and strategies to help build an effective customer experience plan, and aims to guide the reader on how to successfully incorporate AI into their strategy while delivering great customer experience.

Format: Hardback
Length: 272 pages
Publication date: 03 May 2023
Publisher: Kogan Page Ltd

This bestselling and practical guide is your ultimate resource for creating exceptional customer experiences for the modern B2B consumer. In this comprehensive new edition, we delve into key topics such as artificial intelligence (AI), the vital role of IT in customer experience, and customer relationship management (CRM).

B2B Customer Experience: Navigating the Path to Exceptional Service takes readers on a journey of planning, mapping, structuring, implementing, and controlling an effective customer experience tailored specifically for the business-to-business (B2B) environment. With an intensely practical approach, this book is divided into five parts to guide you step-by-step through the process.

In the first part, we explore the foundations of customer experience, including understanding your customers' needs, preferences, and expectations. We then delve into the art of planning, mapping, and structuring your customer experience strategy, ensuring that it aligns with your business goals and resonates with your target audience.

The second part focuses on implementing your customer experience plan, covering everything from training your staff to leveraging technology to enhance customer interactions. We also provide practical tips and techniques for measuring and evaluating your customer experience efforts, so you can continuously improve and enhance your strategy.

In the third part, we discuss the importance of customer relationship management in the B2B context. We explore how to build strong relationships with your customers, foster loyalty, and create a sense of value that sets you apart from your competitors.

The fourth part delves into the realm of AI and its potential to revolutionize customer experience. We explore how AI can be used to personalize interactions, automate processes, and provide insights into customer behavior. We also provide practical guidance on how to integrate AI into your customer experience strategy without compromising on the human touch.

The fifth and final part of the book focuses on some of the best-known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom, and John Lewis. We analyze these examples to identify key principles and strategies that can be applied to your own B2B business.

Whether you are a marketing professional, sales executive, or customer service representative, B2B Customer Experience: Navigating the Path to Exceptional Service is your must-have text for navigating the complex world of customer experience in the B2B environment. With its comprehensive coverage, practical insights, and case studies, this book provides you with the tools and strategies you need to deliver exceptional service and build long-lasting relationships with your customers.

So, why wait? Take control of your customer experience journey today and unlock the full potential of your B2B business with this indispensable guide.

Dimension: 234 x 156 (mm)
ISBN-13: 9781398608535
Edition number: 2 Revised edition