B2B Customer Experience
Home > Business and Economics > Business and Management > Sales and marketing > B2B Customer Experience: A Practical Guide to Delivering Exceptional CX
B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

|
     0     
5
4
3
2
1




Out of Stock


Notify me when this book is in stock
About the Book

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience. Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

Table of Contents:
Section - PART ONE: Why bother?; Section - 01: Customer experience in business to business markets; Section - 02: Exploring customer experience, loyalty and inertia; Section - 03: Understanding customer experience and profitability; Section - PART TWO: Mapping the customer experience position today; Section - 04: The six pillars of customer experience; Section - 05: Essential metrics for measuring customer experience; Section - 06: How to benchmark customer experience; Section - 07: What are the key drivers of customer experience?; Section - 08: Customer journey mapping and how to apply it; Section - PART THREE: Strategies for achieving excellent customer experience; Section - 09: Developing a customer experience strategy; Section - 10: Securing buy-in at all levels of customer experience; Section - 11: Working with sales and marketing teams tostreamline customer experience; Section - 12: How to create an internal service culture; Section - 13: Using segmentation to deliver better customer experience; Section - PART FOUR: Implementation of a customer experience programme; Section - 14: The role of brands in creating better customer experience; Section - 15: The role of products in creating better customer experience; Section - 16: Price and its role in creating better customer experience; Section - 17: Place and its role in creating better customer experience; Section - 18: Promotion and its role in creating better customer experience; Section - 19: The role of people in creating better customer experience; Section - PART FIVE: Controls that ensure the customer experience programme stays on track; Section - 20: Measuring the performance of customer experience initiatives; Section - 21: The challenge of continuous improvement in customer experience;


Best Sellers


Product Details
  • ISBN-13: 9780749481858
  • Publisher: Kogan Page Ltd
  • Publisher Imprint: Kogan Page Ltd
  • Height: 238 mm
  • No of Pages: 248
  • Sub Title: A Practical Guide to Delivering Exceptional CX
  • Width: 155 mm
  • ISBN-10: 0749481854
  • Publisher Date: 03 Jun 2018
  • Binding: Paperback
  • Language: English
  • Spine Width: 15 mm
  • Weight: 380 gr


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
B2B Customer Experience: A Practical Guide to Delivering Exceptional CX
Kogan Page Ltd -
B2B Customer Experience: A Practical Guide to Delivering Exceptional CX
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals

    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!