Forrester forecasts B2B e-commerce sales to skyrocket by 2020 as a result of the digital turn. As B2B customers tend to buy more and more online, manufacturers, wholesalers and distributors can benefit from this emerging opportunity to cut their operating costs by providing self-service...
Digital marketers and customer experience advocates may, on occasion, forget the basics. The Web Engagement / Customer Engagement / Customer Experience advocates championing WEM, CEM or CXM as the next buzzword may be at risk of entering an echo chamber
Instead, successful companies are delivering higher-value offerings that “delight” customers who are “increasingly gravitating towards purchase behavior dictated by the quality of the experience in addition to the quality of the service or good itself.”[3] In a rapidly changing competitive landscape, maintaining customer acquisition programs and managing customer lifecycles are no longer viable practices. Customer engagement strategies today must not only react to, but also anticipate, customer sentiments
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