The B2B customer experience blueprint : reaping the benefits of a tailored customer experience
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<title>B2B customer experience blueprint</title>
<subTitle>: reaping the benefits of a tailored customer experience</subTitle>
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<dateIssued>2011</dateIssued>
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<abstract displayLabel="Summary">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</abstract>
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