Why is Customer Experience (CX) the new big advantage for B2B and Industrial markets?

[mehadihasan123]

When we hear about the Advantages of B2B or Industrial Customer Experience (CX), we often feel lazy and somewhat nervous about what “the Marketing people are trying to sell me” but if we really heard the case of someone who is buying a solution at a higher price that is easily found cheaper and even better on the market, then we would probably listen more carefully.

The reality is that, in B2B, the product ivory coast phone number resource and service are becoming commoditized by leaps and bounds and the value begins to lie in the construction of very tailored relationships “that impact the business in the medium term” and when we talk about relationships, Marketing appears proposing the advantages of the B2B / Industrial customer experience.



Competing to have the best product or the best price is starting to be a matter for just a few people and the rest of us have to find our place by locating that sum of many small things that make our client's life easier or help them generate business because then it will be worth it for them to continue with us. How is this achieved? The B2B / Industrial Customer Experience mentality and methodology connected with Marketing and Sales is, for me, the answer.

When we talk about B2B/Industrial Customer Experience we are not talking about abstract concepts, we are talking about something down to earth; that is to say, we are talking about methodology, we are talking about technology and we are talking about tools, but above all I would talk about mentality. Starting from the customer's perception implies being very good at listening and prioritizing. This is where B2B or Industrial companies have the most problems or... opportunities. Who hasn't heard of the Buyer Persona, the Customer Journey, the NPS, etc.? Tools that I find in many companies used in isolation outside of that Customer Experience mentality and that, being so, will not be of much use.

There are many people who think that the advantages of Customer Experience are purely B2C, but I believe that it is even more important for the B2B or Industrial world. Why? I share with you my vision and my experience from the peculiarities of B2B:

B2B companies basically live by retaining and developing their customers rather than by attracting them. B2B relationships are based on continuity, on the relationship of value. Caring for and monitoring that relationship (not just human) is key to maintaining the profitability of the company through customer satisfaction. The B2B/Industrial customer experience methodologically helps you control and improve it if you have the right mindset and consistency.