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

Publicação: New York [etc.] : Accenture, 2011Notas: 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-makingMateria / lugar / evento: B2B Servicio al cliente Captación de clientes Estrategia empresarial Fidelización de clientes Ventaja competitiva Otros autores: Accenture
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