Business-to-Business Customer Experience Agility
What's unique about B2B?
Alliances may be formed between a couple or few customer companies to share risk, combine resources, or meet a need of their collective customers
Do you have a radar on these influencers' likely next steps?
Do you monitor alliances' impact on other accounts?
Do you enable your company to be agile in preparing for or responding to rapid market changes?
What else is needed in B2B Customer Experience Agility?
Do you coordinate efforts among managers of references, loyalty, VoC, CRM, etc.?
Do you apply B2B customer experience journey mapping to every function & business unit?
Do you expand customer experience methodologies across the company?
Do you monitor operational consistency across the customer experience journey & life cycle?