Gartner Research

Measuring the B2B Customer Experience: Are Your Customers Really as Happy as You Think?

Published: 26 July 2007

ID: G00182149

Analyst(s): Robert Bois

Summary

Manufacturers are jumping on the customer-service bandwagon and frequently saying they want to become more customer centric or build a better customer experience. But without a good understanding of the metrics and complexities of a B2B customer experience, the terms become mere propaganda rather than actual improvements in business performance. This article will describe what role technology can play and outline opportunities for software vendors selling customer management software.

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