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INDUSTRY EXPERTISE
B2B
While "Business to Business" isn't an industry per se, we have found that companies with B2B customer relationships have a common group of concerns. Rather than a relatively quick, one-to-one consumer interaction that might take place in a B2C environment, B2B customer-to-company interactions are typically longer and involve a "many-to-many" dynamic. Forward thinking B2B companies are rapidly beginning to understand that the scope of their customer relationships is changing from the simple delivery of a product or service to executing across the multitude of interactions across a typical customer lifecycle.
CEM is about identifying each of these moments of truth in the B2B environment - across sales, service, installation, support, billing, warranty, etc. - and ensuring that the company and all of its people, products, processes and culture are aligned across these touch points to best serve the customer, when on any given day that "customer" might be a different point of contact in a different department.
By setting up CEM "listening posts" across the various stages of the customer-company relationship, LRA helps B2B clients identify customer issues and operational deficiencies and address them before they become problems, with a capital "P." In short, CEM ensures that in a customer-centric B2B company, customer experience is a crucial point of differentiation from the competition, strengthening each customer's desire…to remain a customer.
