Top Factors Affecting B2B Customer Experience, November 2014 [CHART]
The vast majority (86%) of B2B marketers and executives see customer experience (CX) as extremely critical to an organization’s growth, and almost 6 in 10 report being highly focused on CX, according to a new study conducted by Regalix. While that might be the case, there are certain customer areas that appear in need of improvement.
Indeed, only one-quarter of respondents indicated that they have an excellent understanding of customers’ channel preferences, and just 4 in 10 are confident in their understanding of their customers’ wants, needs, likes and interests. And while 8 in 10 feel that they have an excellent understanding of which of their customers are the most valuable, fewer (64%) share that understanding of their customers’ past purchase behavior. Read the rest at MarketingCharts.