Centro de Documentacion de Fundación MAPFRE - The B2B customer experience blueprint : reaping the benefits of a tailored customer experience

MAP20110059477

The B2B customer experience blueprint : reaping the benefits of a tailored customer experience. — New York [etc.] : Accenture, 2011

Sumario: Weve long understood in business-to-consumer (B2C) industries that a positive service experience provides competitive advantage in customer acquisition and retention. Yet, customer experience management is emerging as a critical component of success in business-to-business (B2B) industries as well. In fact, recent research reveals that half of B2B firms top executives say customer experience management is a competitive differentiator and influences major decision-making

1. B2B . 2. Servicio al cliente . 3. Captación de clientes . 4. Estrategia empresarial . 5. Fidelización de clientes . 6. Ventaja competitiva . I. Accenture . II. Título.