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The Definitive Guide to B2B Customer Experience
B2B Companies that aligned their CX programme with their Customer Strategy experienced a +12 NPS gain. This guide is the playbook.
- 28 pages
- 14 min read
What's inside
- The B2B CX gap — why high scores and response rates can mask churn risk
- Why B2B CX programs fail — and the warning signs to spot in your own programme
- The Account Experience (AX) model — and why it is distinct from CX or CS in B2B
- Voice of the Account — designing VoC for multi-stakeholder B2B relationships
- Closing the loop in a B2B CX programme — patterns that work across enterprise accounts
- Churn Management 2.0 — turning account intelligence into retention and opportunity wins
“[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.”
Craig Scowen
Wolters Kluwer Australia
Who it's for
- CX leaders and Heads of Customer in B2B organisations
- Executives designing, launching or rescuing a B2B customer experience programme
- Account management leaders moving from CS into a structured Account Experience model