Beyond Net Promoter Score - The Future of B2B Customer Engagement and Loyalty
With technology fuelling changes in customer demand, outdated legacy systems holding back innovation and a growing regulatory burden to contend with, Chief Marketing Officers (CMOs) face many challenges. Managing the customer experience is central, particularly in an age where the customer’s experience of your brand – and how they communicate that to others – will define your organisation’s success.
This paper explores the landscape of the B2B customer experience, best practice in connecting with and engaging customers, measuring and tracking customer health and the role of the CMO.
Customer engagement and measuring customer health is no longer an option. It is a strategic imperative and differentiator for your business.