target audience: TECH BUYER Publication date: Jul 2020 - Document type: IDC PeerScape - Doc Document number: # US46701220
IDC PeerScape: Practices to Bring Customer Experience and Customer Centricity into the B2B World
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Abstract
This IDC PeerScape features the insights of two B2B business and IT leaders who will focus on examining first, how a B2B business can incorporate customer experience into its business model to learn what the customer values, and second, how to incorporate digital technology innovations into its customer response to deliver the value that the customers are seeking. As IDC notes in The Future of the Customer and Consumer: The Enterprise Perspective (IDC #EUR146229920, April 2020), "At the center is the customer (B2C or B2B). The customer of the future will expect pervasive access to everything — information, insights, and recommendations — now."
To deliver this customer-centric vision, this document discusses leading-edge practices that demonstrate how B2B organizations can benefit by focusing on their customer's experience and delivering pervasive information access to meet their needs:
- Go beyond transactional-driven solutions to focus on customer-centric solutions.
- Learn what the customer values with customer experience data and analytics.
- Deliver customer value by offering innovative customer engagement solutions.
"The integration of customer experience into the B2B world is essential to deliver Industry 4.0 goals, and this will require convergence around the intersection of production, marketing, IT/OT technologies, and other disciplines to transform and work together to build a customer-centric solution," says Robert Multhaup, adjunct analyst, IDC's IT Executive Programs (IEP).