Descrição

Customer Experience B2B: How to multiply your business results by delivering an outstanding experience to your B2B customers

(Original title: “Customer Experience B2B: como multiplicar o resultado do seu negócio entregando uma experiência de excelência aos seus clientes B2B”)

A customer-centric approach has become central to modern marketing, but most CX books focus on B2C. In this book, Nick and Paul break that pattern and present a CX framework tailored to the specific realities of B2B markets.

What the book covers

• A clear explanation of what customer experience (CX) means in a B2B context and why it must be a strategic priority for leaders and managers.
• Essential topics for mapping and managing CX: customer satisfaction, Net Promoter Score® (NPS), “moments of truth,” and how these relate to business profitability.
• The six pillars of customer experience designed for B2B relationships.
• Practical metrics to measure and govern CX efforts.
• Benchmarking techniques and a step-by-step method to design a B2B customer journey.

Implementation and strategy

Nick and Paul go beyond theory to detail how to implement an excellent B2B customer experience, covering:

• Product and service alignment with customer needs.
• Promotion, pricing and distribution adapted to B2B realities.
• Building and sustaining a customer-centric culture across the organization.
• Governance and control of CX initiatives to ensure consistent results.

Who should read it

This is essential reading for executives, managers and professionals who face the specific challenges of B2B relationships and want to deliver a truly differentiated customer experience that multiplies business results.

Why it matters

Customer Experience B2B is the first book published in Brazil focused specifically on B2B customer experience. It provides the tools and mindset necessary to turn CX into a competitive advantage and measurable growth driver.