Second B2B customer experience management whitepaper | AGCS

At the end of 2019, AGCS co-hosted an expert round table with Michelin and Qualtrics, which was attended by over 15 thought leaders in Business to Business Customer Experience Management, including participants from Deutsche Telekom, Tetrapak, Air Liquide and Essilor.

This session was the second in the B2B series, following on from the first event held at the Allianz Arena in 2017, which focused on general best practice for customer experience management in the B2B sphere.

The focus this time around was to build on previous findings to help determine best practices for closed loop processes in B2B. All participants were able to provide valuable input and share their approach and experiences, leading to an active and thought provoking exchange. The publication that has been produced based on the discussions provides great insights into how to successfully close the loop in a B2B environment including what works, what needs further work and the value that closing the loop with customers brings.

A summary of the key best practice areas identified as part of the discussion are as follows:

Request feedback from the right people at the right time to gain meaningful insight
Identify the right closed loop owners - train, support and empower them to focus on what will have the biggest customer impact
Define and manage a clear escalation process for unresolved issues - without clarity, escalation issues will continue
Embed metrics that guide action and highlight value rather than metrics for metrics’ sake
Celebrate successes - formal recognition of customer-centric action helps to maintain focus in the company
Drive continuous process improvements which impact multiple customers, and take a holistic cross-functional approach to resolving issues

The full whitepaper can be accessed here

A short summary guide on the key findings will be published at a later point.

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