Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. The B2B customer experience is something I spend a lot of time ...

My professional opinion as a customer experience speaker-consultant- author is that customer service is customer service, period: whether B2B (business to business), retail, wholesale, hospitality, ...

Customer service usually brings to mind the interaction between companies and individual consumers. But the B2B market still works with a customer base that requires attention and issue resolution — ...

Why is it that B2B customer experience (CX) ratings fall so far behind their equivalents in the B2C market? Global consulting firm McKinsey reports that B2C companies tend to receive satisfaction ...

Human expertise essential. AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI enhances, doesn’t replace. AI offers powerful real-time data ...

Customer service speakers and authors (including me) tend to talk a lot about Nordstrom and Zappos and Amazon.com and the other masters of B2C (business to customer) customer service. But this is only ...

B2B businesses deploy a variety of tactics to drive growth and compete in their industry. For example, they may compete on product innovation by delivering a better mouse trap than anyone else in the ...

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...

So you're ready to take on the next game-changing business to business (B2B) marketing analytics project… maybe setting up some marketing tests, perhaps testing a predictive response model, or even ...

The game is changing for business-to-business(B2B) customer service organizations. Not only are B2B companies increasingly looking to customer service for growing revenue and brand value, but business ...

Now, more than ever before, customer service is vital to business well-being. Word of mouth, always the most powerful endorsement a brand could get,… Now, more than ever before, customer service is ...

For companies willing to reimagine the traditional transactional nature of their B2B relationships, a loyalty program represents an important growth opportunity. But in this regard, B2B customers can ...