Improving B2B customer experience

Nicolas Maechler, Sanjeev Sahni, and Martine van Oostrum – McKinsey, March 2016

A customer-centric mind-set is just as critical in the B2B space. Customer-experience leaders in B2B settings have on average higher margins than their competitors; higher client-satisfaction scores, reductions of 10 to 20 percent in cost to serve, revenue growth of 10 to 15 percent, and an increase in employee satisfaction.

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