Inside CXM: Improving Customer Loyalty for B2B Companies

Buffer

Business leaders are looking to the field of customer experience management (CEM/CXM) to help them better understand how to increase customer loyalty. CXM is about managing your customers’ interactions with and perceptions about your company or brand. Improve the customer experience and increases in customer loyalty will follow. The question becomes:  Of the different CX touch points, which ones are primarily responsible for high customer loyalty and business growth?

I answer the above question in a new blog post for Inside CXM, a new online global thought leadership hub for customer experience management professionals. In this post, I summarize the results of several B2B customer surveys and identify the key CX areas that B2B companies need to focus on to improve customer loyalty and business growth. You can read the post here: “Five CX Touch Points You Need to Improve to Grow Your B2B Business.”