Customer experience discussions often focus on consumer-facing (B2C) companies, but what about those organizations that sell to businesses (B2B)? Our research shows that customer experience is extremely important in the B2B environment because it drives loyalty, each relationship can be extremely valuable, and business customers increasingly have consumer-like expectations.

To understand how B2B firms can best tap into the power of customer experience management, Temkin Group surveyed about 100 B2B companies and interviewed dozens of others. In the report "Best Practices in B2B Customer Experience," we identified two critical areas of concentration for B2B customer experience: