Gartner Research

Build a Better B2B Customer Experience Program

Published: 26 March 2015

ID: G00276429

Analyst(s): Theodore Travis

Summary

B2B customer experience programs need full participation from salespeople and leaders to be successful. IT leaders supporting sales should ensure that sales has a full voice in the program, following Gartner's best practices for B2B customer journey design, process ownership and tool selection.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Ensure That the Customer Journey Mapping Focuses on Your Customers' View of Your Sales Processes
  • Validate Your Customer Journey Mapping Against All of Sales' Touchpoints With Customers
  • Audit, Collate, Communicate and Automate the Sales Processes That Improve the Customer Experience

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